Support Technician

Overview

WORK

DESCRIPTION:

This department moving from a break fix environment to a managed desktop infrastructure by implementing standardized desktops, along with a feasible hardware/software lifecycle. This position will have heavy emphasis on advanced end-to-end technical support services on end-user hardware, software and application service requests.

Note:

This contractor will work an 8-hour work schedule anywhere between the hours of 6:00 AM–6:00 PM depending on the need, not including a 1 hour lunch. This position will work a 40-hour week. This position will also participate in the rotating on-call schedule no more than 5 times during the fiscal year. They will be required to be on call for a week (24/7) and will be compensated a flat fee of $216.00 when on call.

While on call, if they work any hours after their normal work schedule, they will be paid time and a half (not to exceed 15 hours during a fiscal year).

• Technical Support:
  • Provide advanced and escalated technology service support
  • Perform complex hardware, software, and applications support and preventative maintenance
  • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
  • Triage and troubleshoot customer issues;
    Escalation point as Tier 1/2 Support
  • Implement support via Microsoft Active Directory
  • Perform enterprise desktop installations and updates via managed services
  • Perform call-backs within target-response-times
  • Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
  • Monitor Service Desk queues
  • Update/escalate tickets as appropriate
  • Monitor systems for problems/alerts
  • Systems Administration
  • Perform systems/accounts administration within target-response-times
  • Assist with conference room Exchange calendars
  • Support A/V setups for meetings

• Documentation – systems and processes
  • Document, test, and publish processes/procedures
  • Participate in developing and testing knowledge management content (knowledgebase)
  • Assist Service Desk resources with knowledge management activities

• Training & Development:
  • Attend product training as deemed appropriate
  • Achieve technical certifications as determined by IT management
  • Maintain awareness of AE IT quality programs and standards

Minimum:

• Provide professional technical customer service to users.
• Install and maintain hardware and/or software for desktop systems.
• Schedule, document, and close work orders via support software.
• Troubleshoot computer, printer problems.
• Setup and maintain A/V equipment.
• Required to provide on call after hours 24 x 7 support (about 1 week a quarter)
• Valid Texas Class C Driver License w/ ability to travel to more than one work location.

• Preferred:
  • Perform Advanced System administration duties for Apple/Mac and Microsoft based devices, e.g. adding user accounts, group policy Management, packaging and deploying software.
  • Experience with Microsoft Active Directory, Azure and Office 3651 Computer certification.

#TECHIND

• Not Applicable

• Contract

• Information Technology

• Technology, Information and Internet

Austin, Texas Metropolitan Area

Salary: $60,000 - $67,000

Austin, Texas Metropolitan Area

Salary range: $23 - $29

Austin, Texas Metropolitan Area 6 days ago

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