Desktop Support Technician

Job Type: Contract, long-term, potential Contract-to-hire

Hours: 40 hours per week;
Monday thru Friday, 8-hour shifts, staggered between 7am - 7pm

Pay Rate: $24.71

While maintaining high quality customer service, the Desktop Support Technician will provide on-site technical support for various computer hardware and software systems.

• Creates a positive customer support experience and builds strong relationships through prompt and clear communication, deep problem solving and timely resolution or escalation of end user issues.
• Addresses and resolves incidents and requests; properly logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility, for example, Networking, Security or other teams in the infrastructure.
• Documents resolutions and updates self-help and staff knowledge bases.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests.
• Adheres to and supports ITIL and ITSM standards, policies, and procedures.
• Maintains and protects confidentiality regarding all aspects of customer and employee information.
• Hardware support to include, but is not limited to, break/fix, deployment and decommissioning of desktop PCs, laptops, tablets, mobile devices, printers and various location specific equipment.
• Installations to include, but not limited to MS 365, Adobe Suite, Service Now, proprietary systems, and other department specific software.
• Maintains a high degree of customer service for all support queries, ticket response urgency, and adhere to all Service Level Agreements (SLA’s).
• Provides after hours and on-call support as needed.
• Performs other related duties as assigned.

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to explain technical issues to technical and nontechnical staff and customers.
• Strong analytical and problem-solving skills.
• Superior understanding of computer and networking hardware and software systems.
• Ability to thrive in a team-oriented environment.
• Proficient with Windows Operating Systems, Active Directory, and MS 365.
• Proficient with or the ability to quickly learn a broad array of systems hardware and software.
• Ability to upgrade or repair customer standard computer components such as motherboards, monitors or RAM.

• Bachelor’s degree in Computer Science or related field or equivalent work experience preferred.
• A+ certification or ability to obtain within the first (6) months of employment.
• Technical Support: 2+years (preferred)

• Must be able to pass an extensive background check and fingerprinting (CJIS)
• Must have valid TX driver’s license and clean driving record
• An appropriate level of technical training will be required each year
• Must maintain required compliance training in subjects such as HIPAA, Cybersecurity and PCI
• Physical Requirements:
• Periods of sitting at a desk and working on a computer
• Must regularly lift and/or move up to 35 pounds and occasionally up to 50 pounds
• Local travel to customer sites using personal vehicle
• Occasional statewide or out of state travel required for conferences and company events using personal or company provided vehicle
• Frequently required to walk, sit, use hands
• Ability to use standard computer repair tools such as drills, screwdrivers, etc.
• Ability to stand and stoop, kneel, crouch, crawl or climb stairs
• Noise level is usually low to moderate

GTS Technology Solutions is Employee-owned (ESOP), established in 1984 and headquartered in Austin, Texas. We provide customized IT solutions with honesty, integrity, and pride, focusing on state and local government agencies, education institutions, including K-12 and higher ed, healthcare entities and private businesses. Our mission is to exceed the expectations of our employees, customers, and partners by delivering the highest level of customer satisfaction.

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