Solicitation Reference Number: OCANov25HD
Direct Client: Office of Court Administration
Working Title: Help Desk 1
Work Location: 205 W 14th St, Austin, TX 78701 ( On-site )
JD:
Provides front-line technology support by answering and responding to inbound calls/emails in a timely and professional manner, gathering and analyzing information about the customer’s issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break/fix instructions, website content updates, creates accounts and configure hardware as part of on‐boarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls/emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.
CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. |
Years | Required/Preferred | Experience |
3 | Required | Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person). |
2 | Required | Experience working with customers across all levels of technological proficiency. |
2 | Required | Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems |
1 | Required | Experience with Active Directory |
1 | Required | Experience with cloud platforms and technologies like Microsoft Azure |
1 | Preferred | A strong desire to grow and advance within an organization with an opportunistic landscape |
1 | Preferred | A strong desire to grow and advance within an organization with an opportunistic landscape |
OTHER SPECIAL REQUIREMENTS
- CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.
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