Desktop Support Technician

Role: Desktop Support Technician

Location: Austin, TX

Duration: 13 Months

Summary:

Desktop Support Technician to provide advanced end-to-end technical support for their Edge Device Team as they implement standardized desktops and hardware/software lifecycle. This role will primarily focus on supporting end-user hardware, software, and application service requests and will operate on an 8-hour work schedule between 6am 6pm depending on business needs. There will also be a 24/7 on-call expectation limited to 5 times per fiscal year.

Responsibilities include (but are not limited to):

• Provide advanced Tier 1/2 support for hardware, software, and enterprise applications, including ticket triage, system monitoring, desktop installations, and issue resolution using tools like Active Directory and managed services.
• Perform user and systems administration tasks, support A/V and Exchange calendar setups, and ensure timely responses to service requests while monitoring and maintaining IT systems.
• Create and maintain knowledgebase content, document support processes, and participate in training and certification activities to align with IT quality standards and enhance service delivery.

Minimum Candidate Characteristics:

• 4-7+ years of experience providing technical support for desktop hardware/software
• Experience managing service requests
• 2 years of experience setting up and maintaining A/V equipment

Exceptional Candidate Characteristics:

• Experience with one or more Texas State Agencies
• Experience providing desktop support for electric utility clients
• Experience performing system administration for Mac and Microsoft devices

Primary Roles and Responsibilities:

• Technical Support
• Provide advanced and escalated technology service support
• perform complex hardware, software, and applications support and preventative maintenance
• Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
• Triage and troubleshoot customer issues; Escalation point as Tier 1/2 Support
• Implement support via Microsoft Active Directory
• Perform enterprise desktop installations and updates via managed services
• Perform call-backs within target-response-times
• Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
• Monitor Service Desk queues
• Update/escalate tickets as appropriate
• Monitor systems for problems/alerts
• Systems Administration
• Perform systems/accounts administration within target-response-times
• Assist with conference room Exchange calendars
• Support A/V setups for meetings
• Documentation systems and processes
• Document, test, and publish processes/procedures
• Participate in developing and testing knowledge management content (knowledgebase)
• Assist Service Desk resources with knowledge management activities

Training & Development

• Attend product training as deemed appropriate
• Achieve technical certifications as determined by IT management
• Maintain awareness of AE IT quality programs and standards

Required Skills:

• 4-7 years of Provide professional technical customer service to users.
• 4-7 years of Install and maintain hardware and/or software for desktop systems
• 4-7 years of Schedule, document, and close work orders via support software
• 1 year of Troubleshoot computer, printer problems
• 2 years of Setup and maintain A/V equipment
• Required to provide on call afterhours 24 x 7 support (about 1 week a qtr.)
• Valid Texas Class C Driver License w/ ability to travel to more than one work location

Preferred Skills:

• 2 years of Perform Advanced System administration duties for Apple/Mac and Microsoft based devices, e.g. adding user accounts, group policy Management, packaging and deploying software
• 2 years of Experience with Microsoft Active Directory, Azure and Office 365
• 1 year of Computer certification