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Help Desk/IT Technician
Texas
Austin-Round Rock-San Marcos Metro Area
Infrastructure Services
End-User Support
JN -032018-21012

Help Desk/IT Technician to provide IT support to end users company wide, both local and remote.  Based out of our office in Texas, they will be responsible for responding to telephone, email and personnel requests for technical support and handle research, isolation and resolution/escalation of any IT related issues.  They will also perform general maintenance tasks on IT systems, configure and deploy new computers and assist with enterprise projects.

Responsibilities

  • Provide technical support and assistance to local and remote users in multiple office locations for IT support requests relating to computer hardware, software, networks, and peripherals
  • Communicate and perform troubleshooting with end users using email, phone, and remote support software
  • Prevention and remediation of malware and virus infection
  • Document troubleshooting steps and resolution details for IT support requests
  • Draft and publish KB documents as needed for FAQs and procedures
  • Deploy and configure desktop and notebook computers for use on company network
  • Coordinate purchasing of computer hardware, software, and peripherals
  • Manage computer and user objects in Active Directory environment
  • Manage user mailboxes and distribution groups running in Exchange environment
  • Manage user accounts and resources in Microsoft Dynamics 365 CRM portal
  • Assist with organization-wide networking and systems projects

Qualifications

  • Proficient with Microsoft Office (2007, 2010, 2013) products
  • Strong knowledge of Microsoft Windows client operating systems (XP, 7, 8+)
  • Strong critical thinking and analytical problem-solving skills
  • Familiarity with Microsoft RemoteApp and Desktop Connections
  • Familiarity with Microsoft File and Printer Sharing
  • Basic understanding of wired/wireless networking concepts, general troubleshooting steps and network tools
  • Basic understanding of networking protocols (i.e. DHCP, DNS, TCP/IP)
  • Experience with troubleshooting and repair of desktop/notebook PCs and peripherals
  • Experience with troubleshooting printers and MFCs
  • Experience working in Microsoft Active Directory environment, primarily administration of computer and user objects
  • Some routing, switching and firewall experience preferred
  • Working knowledge of Microsoft Windows Server environments (2008, 2012+) preferred
  • Experience with using PowerShell to automate administrative tasks strongly preferred

Requirements

  • High school diploma or GED required, college graduate preferred
  • College degree in computer science or related field strongly preferred
  • 2+ years working in IT support or relevant profession
  • Valid driver’s license and reliable transportation
  • Occasional travel to remote sites
  • Excellent verbal and written communication skills to interact with all levels within an organization
  • Must be able to work independently as well as with a team
  • Strong ability to multi-task and prioritize workloads
  • Excellent organization and attention to detail

Preferred Certifications

  • A+ Certification – CompTIA
  • Network+ Certification - CompTIA
  • MCITP – Microsoft Certified IT Professional
  • MCP – Microsoft Certified Professional
  • MCDST – Microsoft Certified Desktop Support Technician
  • MCTS – Microsoft Certified Technology Specialist

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