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
• Troubleshoot and repair hardware issues on desktops, laptops, and various PC accessories
• Update and Patch operating systems, 3rd party software, etc.. to maintain a secure computing environment

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
• Employees may experience the following physical demands for extended periods:
• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment up to 50lbs
• Boxing, Receiving, Unboxing, and Shipping Equipment

Note

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