IT Operations is responsible for the smooth functioning of the infrastructure and operational environments, including network infrastructure, device management, computer operations, software management, and help desk services for an organization.

This department determines the way the organization manages software and hardware and includes other IT support, such as network administration, device management, assets management, and help desks of all kinds. The department is critical to ensure users are provided a functional work environment.

The Helpdesk Administrator will be the front-facing member of the IT team and interact with a wide range of internal users. The role is responsible for providing excellent internal support experiences and working to resolve support issues in a prompt and professional manner.

This is an ONSITE position in Austin, TX.

Primary Objectives:

  1. Read or listen to client problems and collect necessary information to identify and solve technical issues.
  2. Deploy and track equipment and software usage using asset management procedures.
  3. Monitor and respond quickly to incoming support requests.

Qualifications - To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties:

  1. Read or listen to client problems and collect necessary information to identify and solve technical issues.
    • Remotely or in person conduct set-up, administration, configuration, or troubleshooting of end-user problems.
    • Research appropriate solutions to solve issues as necessary
    • Triage and resolve incoming support requests following company Service Level Agreement guidelines
  2. Deploy and track equipment and software usage using asset management procedures.
    • Assist in maintaining an accurate inventory of on-hand equipment.
    • Perform routine license audits on company software
  3. Monitor and respond quickly to incoming support requests.
    • Use internal monitoring tools to proactively track and diagnose issues with network or equipment issues.
    • Support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment.
    • Provide status updates to submitted issues to employees and managers 

Additional Position Requirements:  – (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do).

  • Working knowledge of Mac and PC environments.
  • Amazing troubleshooting skills.
  • Ability to quickly adapt and learn with minimal oversight.
  • Enjoy end-user support and face-to-face interactions.
  • Previous experience in a similar role or have proven strong technical skills.
  • Be able to lift 50+ lbs.
  • Be able to navigate between company locations as necessary. ( We have two locations that are 2 blocks apart)

Education and/or Experience:                  

  • Associate/Bachelors in Information Technology - preferred
  • One to Two (1-2) years helpdesk experience - preferred

Skills and Knowledge:

  • Ability to quickly adapt and learn with minimal oversight. 
  • Be capable of troubleshooting complex issues.

Computer/Software/Application Proficiency:                

  • Working knowledge of MacOS/Windows devices.
  • Experience with SSO software - preferred
  • Experience with help desk software - preferred

Travel Requirements:

  • Some travel is required – less than 10%

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