IT - Desktop Support-Level II

Yoh, A Day & Zimmermann Company; Austin (TX); On-site; USD 27,000 - 43,000; Full time

Benefits offered by this job

Medical, Prescription, Dental & Vision

Health Savings Account (HSA)

Life & Disability Insurance

MetLife Voluntary Benefits

Employee Assistance Program (EAP)

401K Retirement Savings Plan

Direct Deposit & weekly epayroll

Referral Bonus Programs

Certification and training

Job summary

Yoh, a Day & Zimmermann Company, is seeking an IT Desktop Support Analyst II for a 12-month contract in Austin, TX onsite. The role provides Tier 2 support for Windows and Mac devices, troubleshoots hardware, software, and VPN, and collaborates with AD/Azure/Intune teams to deploy and manage devices.

You will help build a knowledge base, assist onboarding, and ensure incidents meet SLAs. A strong customer-service mindset and an associate degree or certificate in CS are required.

Qualifications

• Must be able to work 100% from a corporate office five days a week.
• 2+ years of tech support experience including Windows and Mac.
• Experience with workstation setup, Citrix VDI, conference room support, networking.
• Experience in Active Directory, Azure, Intune AutoPilot, ServiceNow, Microsoft Office/Office 365.
• Knowledge of Windows OS and hardware, networking, and mobile technologies.
• Strong communication skills and collaborative attitude.
• Associate’s degree, certificate, or boot camp in Computer Science or equivalent.

Responsibilities

• Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards using MS Intune Autopilot. Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Skills

Windows & Mac support

Citrix VDI

Office 365

AD/Azure/Intune

Networking & mobility

Communication

Teamwork

Education

Associate degree / Certificate / Boot Camp in Computer Science

Tools

Intune AutoPilot

Job description

IT - Desktop Support-Level II (BH-401619)

Location Austin, United States Sector IT

Desktop Support Analyst – 12 month contract/contract to hire – Austin, TX (Onsite)

Looking for someone with good attitude, self-driven, can come and work independently and hit the ground running. Culture, team fit and attitude is the biggest thing for this group!

Job Description

We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start, and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

• Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards using MS Intune Autopilot. Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory (Azure), Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Required Qualifications

• Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
• 2+ years of Tech Support experience including supporting Windows and Mac
• Experience with workstation setup, Citrix VDI experience, conference room support, networking, and other related duties
• Experience in management and support of Microsoft Active Directory Domains, Azure, Intune AutoPilot, ServiceNow,Microsoft Office, Office 365, corporate networks, and mobile device technology.
• Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
• Strong communication skills and collaborative attitude are key attributes for this role.
• An associate’s degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.

Estimated Min Rate: $19.60

Estimated Max Rate: $31.00

What’s In It for You?

We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you.

Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.