Help Desk Technician

Purple Communications, Inc; Austin (TX); On-site; USD 27,552 - 38,572; Full time

Job summary

Purple Communications, Inc in Austin, TX is seeking a Help Desk Technician to provide technical support for employees via email, in-person, or JIRA Service Desk. You will troubleshoot software and hardware, image end-user computers, and maintain a secure computing environment.

The role requires 5+ years in Windows environments, knowledge of Office 365, Active Directory, VPNs, and Zoom support, plus a strong customer-focused approach in a deaf culture.

Qualifications

• A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required.
• Advanced technical knowledge of Win 10/11 and Apple Mac OS.
• Experience with Active Directory, and the full Office 365 Suite.
• Experience setting up, configuring, and troubleshooting VPN client issues.
• Experience configuring and troubleshooting cell phones (Android/IOS).
• Experience in providing Zoom video conferencing support.
• Experience with ITIL Service Desk processes for ticket tracking.

Responsibilities

• Serve as a point of contact for employees seeking technical assistance via email, in-person, or JIRA.
• Troubleshoot software/hardware issues remotely using various tools.
• Determine solutions based on IT policies and priorities.
• Assign priority levels and drive tickets to resolution.
• Ensure a JIRA Service Desk ticket exists for all reported cases and update on progress.
• Document Helpdesk processes in Confluence and suggest improvements.
• Update and patch operating systems and third-party software to maintain security.
• Troubleshoot and repair hardware on desktops, laptops, and PC accessories.

Skills

End-user imaging

Active Directory

Office 365 Suite

Zoom support

Customer service

Deaf culture awareness

Troubleshooting

Communication

Remote IT assistance

Tools

JIRA Service Desk

Confluence

ITIL

Job description

ZP Better Together is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay services, and remote video interpreting, the company delivers a wide array of options designed to meet the unique communication needs of its customers. Please view our website: www.zpbettertogether.com

ZP Better Togethers' vision is to provide high-quality services with innovative products that break down communication barriers for its customers. We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.

We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!

Help Desk Technician Job Responsibilities

• Serving as a point of contact for company employees seeking technical assistance over email, in-person, or through the JIRA Service Desk ticket system
• Perform software/hardware troubleshooting of end user issues remotely using various tools
• Determine the best solution based on IT policies
• Assign priority levels to support requests and projects, then see them through to completion
• Ensure a JIRA Service Desk Ticket exists for all support cases that are reported
• Follow-up and provide updates on JIRA Service Desk tickets, including resolution steps
• Identify and suggest possible improvements to IT procedures or processes
• Document all Helpdesk processes and procedures in Confluence
• Update and Patch operating systems, 3rd party software, etc.. to maintain a secure computing environment
• Troubleshoot and repair hardware issues on desktops, laptops, and various PC accessories

Help Desk Technician Qualifications / Skills

• A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required
• Able to build and image end-user computers
• Experience working with an ITIL Service Desk product for tracking issues and resolution
• Experience with Active Directory, and the full Office 365 Suite
• Experience setting up, configuring, and troubleshooting VPN client issues
• Experience configuring and troubleshooting cell phones (Android/IOS)
• Experience in providing Zoom video conferencing support
• Able to effectively communicate with company employees whose technology experience is varied
• Customer-focused and problem-solver

Education and Experience Requirements

• Minimum 5 years of experience as a Help Desk Technician in a Windows environment
• Advanced technical knowledge of Win 10, Win 11, and Apple Mac OS

Work environment

This position works in our Austin Headquarters

This is an hourly, non-exempt position

Physical Demands

Employees may experience the following physical demands for extended periods.

• Sitting, standing, and walking (95-100%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment up to 50lbs
• Boxing, Receiving, Unboxing, and Shipping Equipment
• Position may require some travel

Note

This is not an entry level position and requires 5 years of previous IT Helpdesk Experience.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this job. Employees are expected to follow their supervisor's instructions and perform the tasks requested by their supervisors.

Purple Communications is an Equal Opportunity Employer.