Technical Support – Helpdesk

Job Description:

• Provide outsourced IT support and cybersecurity to small businesses and nonprofit organizations in the Austin metro
• Provide routine end-user support
• Respond to service calls involving new computer setup, GSuite assistance, and migration to MS365
• Run network drops and help clients configure networks when moving offices
• Work with vendors' technical support to resolve issues
• Provision new systems and assist clients remotely
• Support Windows and Mac environments
• Manage MS365 and Google Workspace environments
• Implement security policies and troubleshoot end-user issues
• Fight malware and viruses
• Prioritize service calls and schedule daily activities
• Respond to technical assistance requests in person, by phone, and electronically
• Keep colleagues and customers informed of incident progress and impending changes or agreed outages
• Log help desk interactions, document solutions, and help develop SOPs
• Execute service ticket and workflow processes
• Help run network cabling in commercial buildings and office suites

Requirements:

• Three years or more providing end user support in a networked environment
• Excellent troubleshooting skills
• Ability to research and document solutions using available resources
• Working knowledge of networking, data cabling, routing, switching, and general network troubleshooting
• Working knowledge of Windows server versions
• Ability to deploy a new server, troubleshoot server permissions, and provide server maintenance
• Ability to manage MS365 environments, implement security policies, support end users, and troubleshoot issues
• Ability to manage Google Workspace; Chromebook management is a plus
• Expert knowledge supporting Windows OS in a networked environment
• Working knowledge of Mac OS
• Ability to provision new systems and assist clients remotely; familiarity with Addigy is a plus
• Expert knowledge fighting malware and viruses
• Ability to prioritize service calls and apply good judgment when scheduling daily activities
• Ability to respond to technical assistance requests in person, via phone, and electronically
• Ability to adapt to a wide variety of clients and seek help when needed
• Clear verbal and written communication with colleagues and customers
• Ability to log help desk interactions, document clearly, and help develop SOPs
• Great listening skills and ability to execute service ticket and workflow processes
• Reliable transportation required
• Ability to lift 50 lbs and crawl under a desk if needed
• Ability to help run network cabling in commercial buildings and office suites
• Punctual and reliable
• Bilingual in Spanish is a plus but not required

Benefits:

• Profit sharing
• Gas allowance
• Company phone
• Flexible schedule
• Great benefits package
• Vendor training available