Senior Help Desk Technician - Windows, VPN & ITIL Expert

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

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.