Systems Support Specialist

System Support Specialist Contract Length: 12-18 months
Location: Austin, TX (Hybrid 2 days/week onsite)

Our client is looking for a dynamic, energetic System Support Specialist who welcomes all tasks with a smile and a positive attitude! The ideal consultant will enjoy the challenge of working on multiple projects with minimal supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.
Required Experience:

• 4+ years of experience performing complicated tasks in a Help Desk/Service Desk support environment
• Strong experience working with Help Desk software (e.g. ticketing systems, knowledge bases)
• Strong knowledge of desktop hardware and a variety of software systems
• Basic understanding of SQL to help analyze data, identify trends affecting certain systems
• Ability to build rapport and elicit problem details from customers
• Must demonstrate initiative and professionalism
• Ability to quickly identify and learn appropriate software and hardware
• Ability to triage, engage others, and escalate appropriately
• Ability to write accurate reports, review data, and system documentation
• Strong problem solving skills with the ability to adjust to frequently to changing priorities
• Excellent verbal communication skills

Duties and Responsibilities:

• Triage service desk tickets using ServiceNow
• Respond to requests or escalate as appropriate
• Install, maintain, and provide technical support for users
• Perform hardware, software, and applications support and preventative maintenance
• Handle department software installs, such as Timetrade, Grammarly, etc.
• Ensure accurate reporting of incidents or events along with documented procedures
• Manage IT inventory (hardware and some software licenses)
• Manage mobile devices (primarily department-issued cell phones or laptops with O365)
• Manage hardware device upgrades (cell phone upgrades, periodic laptop refreshes, Xerox printers etc.)
• Work with customers and purchasing to identify solutions and obtain quotes for new solutions
• Procure IT hardware and software
• Responsible for inventory management and record keeping
• Create knowledge base articles and documentation of internal processes

Genius Road, LLC is proud to be a Certified Women s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.