Senior Help Desk Support Technician

Texas GovLink, Inc.; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Texas GovLink, Inc. is seeking an experienced Senior Help Desk Support Specialist to be a key resource on a technical services team.

The role is onsite in Austin, TX and requires 8+ years of hands-on help desk experience to support a variety of hardware and software environments. Candidates should demonstrate strong communication, teamwork, and a solid understanding of ITSM practices, with the ability to diagnose network, desktop, and server problems and document incidents and remedies for end

Qualifications

• 8+ years of experience in providing help desk support.
• Onsite, remote, phone or email support experience.
• Ability to diagnose network, desktop, and server problems.
• Document incidents and remedies with clear communication.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
• Respond to calls, email and requests for technical support and ensure timely resolution.
• Document, track, and monitor problems to provide status updates.
• Explain technical information in non-technical terms to users.

Skills

Strong communication

Team collaboration

Customer service

Problem solving

Tools

Help desk software

Remote control

Job description

Texas GovLink, Inc. is an Austin-based firm which has been a leading provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Senior Help Desk Support Specialist to be a key resource on a technical services team.

Work Location

Onsite. Candidates must be local to Austin, TX**

Responsibilities

Provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Provide service and preventive maintenance activities on terminals, printers, personal computers, etc. Basic knowledge of electrical/mechanical principles and basic electronics. Read and comprehend technical service manuals and publications. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Strong communication skills.

Assist in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. Communicate accurate and useful status updates. Manage and report time spent on all work activities. Ability to work in a team environment.

Proven working experience in providing help desk support. Has a basic understanding of ITSM practices along with working knowledge of help desk software, databases and remote control. Able to receive calls and inquiries, provide support in accordance with established processes and document incidents and remedies. Must be great communicators and be able to translate their technical knowledge into actionable direction.

Has a basic understanding of EIR Accessibility and assistive technologies used by people with disabilities. Understands protocols for communicating with customers requiring special assistance to obtain required or requested information.

Qualifications

8 years of:

• 8 or more years of experience
• Provides the highest level of support to end users by handling service requests that have been escalated by lower tiers.
• Support will be provided onsite, remotely, over the phone, or via email.
• They will be required to develop solutions for network, desktop, and server problems.

Company Overview

Texas GovLink offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (TGL shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.

Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law. Offers of Employment are contingent on a successful background check

Texas GovLink is an equal opportunities employer.