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Job Details
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Solicitation Reference Number: DAG2521
Role: Support Technician
Location: Austin, TX - Mueller HQ, 4815 Mueller Blvd., Austin, Texas 78723
Duration: 12+ Month
Client: Autin, Energy
WORK DESCRIPTION:
Austin Energy s Edge Device Team is an agile department moving from a break fix environment to a managed desktop infrastructure by implementing standardized desktops, along with a feasible hardware/software lifecycle. This position will have heavy emphasis on advanced end-to-end technical support services on end-user hardware, software and application service requests.
NOTE: This contractor will work an 8-hour work schedule anywhere between the hours of 6:00AM-6:00PM depending on the need, not including an hour off for lunch. This position will work a 40-hour week.
This position will also participate in the rotating on-call schedule no more than 5 times during the fiscal year. They will be required to be on call for a week (24/7) and will be compensated a flat fee of $216.00 stipend when on call. While on call, if they work any hours after their normal work schedule, they will be paid time for time (not to exceed 15 hours during a fiscal year).
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
WORKER SKILLS AND QUALIFICATIONS (Required)
Minimum (Required): insert specific minimum skills for this Contract Position)
Years | Skills/Experience |
4-7 | Provide professional technical customer service to users. |
4-7 | Install and maintain hardware and/or software for desktop systems |
4-7 | Schedule, document, and close work orders via support software |
1 | Troubleshoot computer, printer problems |
2 | 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 (Optional): insert specific preferred skills for this Contract Position)
| Years | Skills/Experience |
| 2 | 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 | Experience with Microsoft Active Directory, Azure and Office 365 |
| 1 | Computer certification |