IT Service Support Technician
Stradiant
- Austin, TX
- Permanent
- Full-time
- Joining our team means committing to our values:
- Be flexible and understand in a small dynamic business, we embrace change.
- Treat every client and every member of our team with respect and dignity.
- Resolve clients' technical issues and ensure their IT infrastructure operates smoothly.
- Tier 1 and Tier 2 support tickets.
- Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner.
- Logging your time per ticket per our standards.
- Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week, and client.
- Performing technical tasks, including:
- Providing first-line technical support to clients via phone, email, or ticketing system.
- Diagnosing and troubleshooting hardware, software, and network-related issues in a timely and efficient manner.
- Escalating complex problems to higher-level support teams, ensuring that all relevant information is documented.
- Documenting and tracking client issues and resolutions using a ticketing system, ensuring accurate and up-to-date records.
- Performing basic system administration tasks, such as creating user accounts, resetting passwords, and managing access permissions.
- Installing, configuring, and updating software applications and operating systems on client devices.
- Assisting clients with setting up and troubleshooting network connectivity, including wired and wireless connections.
- Educating clients on basic IT procedures and best practices to improve their technical skills and prevent future issues.
- Collaborating with team members and actively participating in knowledge-sharing activities to enhance the collective expertise of the support team.
- Keeping up to date with the latest technologies and industry trends to provide effective and efficient support to clients.
- Managing client data backups.
- Troubleshooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues.
- Solving Office 365 issues including password resets, new user creation, license assignment, software installs and other issues.
- Supporting other technical assignments as required for client projects and implementations.
- Performing documentation tasks, including:
- Using ITGlue, MyGlue and other documentation tools to keep client information current and accurate.
- Working with our supporting vendors (both software and hardware) to escalate and resolve issues.
- Supporting our end user help desk team as necessary when tickets are escalated to you.
- Training client team members as required (for onboarding or other situations).
- Growing your skill set by participating in our company sponsored education and external certification programs.
- Traveling onsite to the client as required (independent transportation is required).
- High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
- A minimum of 2 years of recent experience in a desktop support role.
- Good knowledge of desktop and laptop support.
- Excellent written and verbal English communication skills.
- Excellent customer service skills and a positive attitude when dealing with clients.
- Possess analytical, organizational and troubleshooting/problem solving skills.
- Ability to confidently and competently complete tasks with deadlines.
- Ability to work under pressure in a fast-paced environment and manage multiple tasks simultaneously.
- Ability to work and be available during 8 AM-5 PM shift.
- Availability to work after hours and weekends (infrequent & compensated).
- Strong knowledge of Microsoft Windows operating systems (Windows 10 & 11, Windows Server), Microsoft Office Suite, and common business applications.
- Basic networking skills (VLANs, DHCP, DNS, TCP/IP).
- Understanding of hardware components and peripherals (desktops, laptops, printers, etc.).
- Understanding of domains, user profiles and how they work.
- Understanding of Office 365/Azure.
- Knowledge of VoIP.
- Ability to relay technical information clearly and simply to non-technical people.
- Escalations Resolved.
- Customer Satisfaction Rating.
- Quantity & quality of improvements / recommendations suggested.
- Quality & quantity of Technical Documentation created / updated.