Help Desk / Technical Support

Title : Help Desk / Technical Support

Duration : 12+ Months

Location : Austin, TX 78701. The working position is On Site. (Strong preference for temp to hire possibility.)

Must have : CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.

The client is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).

Summary :

Provides front-line technology support by answering and responding to inbound calls / emails in a timely and professional manner, gathering and analyzing information about the customer's issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break / fix instructions, website content updates, creates accounts and configure hardware as part of on boarding process, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls / emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.

Required Skills :

• 3 Years of Required Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person).
• 2 Years of Required Experience working with customers across all levels of technological proficiency.
• 2 Years of Required Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems
• 1 Year of Required Experience with Active Directory
• 1 Year of Required Experience with cloud platforms and technologies like Microsoft Azure

Preferred Skills :