Desktop support analyst Jobs in Austin, TX

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EX HCL / SAP

Tile : Desktop Support Technician with field service experience

Location : Austin TX 78758 (onsite)

As a member of the Field Service Operations team the candidate will provide high quality support with very good customer service technical expertise and timeliness. This position has frequent contact with end users peers and managers primarily facetoface as deskside support for service requests and onsite problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including Audio Visual Network and Servers.

Job Description

As an Onsite Support Technician with minimum of 47 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities :

Manage a team of 2530 technicians across locations

Manage the reporting of SLAs Adherence of SLA and contract

Manage shift and shift planning including on call roster

Manage Resource productivity

Enable the team with training and development

Ensure security compliance

Ensure sufficient inventory level is managed across locations

Ensure all service request and incidents are resolved before agreed service levels

Plan and execute any move request or project work

Lead the team by providing technical and process assistance to below activities

Install and Configure desktops laptops mobile devices and associated Peripherals and related Software.

Perform Break Fix Desk Side Support IMACDs Data Migration Refreshes and health checks

Perform onsite updates Configuration changes or Software installations.

Provide onsite technical assistance to end users by visiting their desk location

Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to enduser requests for updates on ticket status and promptly follow up as needed.

Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair / replacement)

Perform enduser support related security and controls and compliance related tasks such as

Access reviews risk assessments controls verifications facility inspections maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements maintenance and upgrades.

Provide IT support for onsite or offsite events and meetings including site setup coordination with venue IT / AV contacts and standby support

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Provide Oncall support if required outside business hours on a rotational basis

Desired Qualifications :

Experience with various desktop systems operating systems and diverse technical environments.

Excellent customer service orientation and verbal communication skills.

Experience Supporting Windows Operating Systems MS Office VPN local and Network printing Notebooks and mobile devices.

Ability to install software for and troubleshoot a wide range of applications.

Analytical thinking and problemsolving ability.

CompTIA A certification or equivalent certification

Flexible for travelling to remote sites or cluster

Should be able to lift weight up to 30lbs at waist level