POSITION SUMMARY: Provides moderately complex technical support and assistance to clients via email, phone, deskside and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a strong understanding of the organization's products and services, but escalates more complex inquiries.
This role will be performed onsite at TWIA HQ at 4801 Southwest Pkwy, Austin, TX. ESSENTIAL FUNCTIONS: The following are the usual, basic and essential functions of the position. However, this job description does not preclude the performance of other duties by the incumbent. These functions are not to be construed as an exhaustive list of all responsibilities, duties, and skills required:
- Respond to support requests to fix problems with business application software, office software, and workstation hardware within IT service level objectives. Route more complex trouble tickets to the proper department for resolution.
- Respond to support requests to install and configure new workstations, office software, and other applications within IT service level objectives.
- Respond to support requests from external customers to fix application and connectivity issues, these can be customers that do not work for the company and are on personal equipment.
- Provide input into, help develop and then implement own personal training plan.
- May assist in defining the user requirements for application systems.
- May assist with proof of concepts for application or operating systems upgrades.
- The ability to lift fifty pounds
REQUIRED EDUCATION AND EXPERIENCE: - High school diploma or higher
- 2+ years of experience in help desk operations and computer security.
- 2+ years of experience working with Microsoft desktop operating systems and Microsoft Office products.
- Clear, effective verbal and written communication skills including the ability to actively listen, problem solve, and communicate effectively with both technical and business users.
- Demonstrated experience working both as an individual contributor and as part of a team.
PREFERRED KNOWLEDGE AND ABILITIES: - Any IT certification is a plus (i.e. A+, Windows 10)
- Must be able to troubleshoot and repair desktop computers and peripherals.
- Understanding of network protocols (i.e. TCP\IP)