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About the Role

The Helpdesk Technician provides fast technical assistance on company computer systems, answering questions about technical issues and working to solve them. This role requires a customer-oriented individual who can explain technical concepts to employees with varied technical experience and collaborate with the NOC and other IT Staff to support the company's IT mission.

Responsibilities

• Serve as a point of contact for company employees seeking technical assistance via email, in-person, or through the JIRA Service Desk ticket system.
• Perform remote software/hardware troubleshooting of end-user issues using various tools.
• Determine the best solution based on IT policies.
• Assign priority levels to support requests and projects, and ensure their completion.
• Ensure a JIRA Service Desk Ticket exists for all reported support cases.
• Follow up and provide updates on JIRA Service Desk tickets, including resolution steps.
• Identify and suggest possible improvements to IT procedures or processes.
• Document all Helpdesk processes and procedures in Confluence.
• Update and patch operating systems and 3rd party software to maintain a secure computing environment.
• Troubleshoot and repair hardware issues on desktops, laptops, and various PC accessories.

Requirements

• A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required.
• Able to build and image end-user computers.
• Experience working with an ITIL Service Desk product for tracking issues and resolution.
• Experience with Active Directory and the full Office 365 Suite.
• Experience setting up, configuring, and troubleshooting VPN client issues.
• Experience configuring and troubleshooting cell phones (Android/IOS).
• Experience in providing Zoom video conferencing support.
• Able to effectively communicate with company employees whose technology experience is varied.
• Customer-focused and problem-solver.
• Minimum 5 years of experience as a Help Desk Technician in a Windows environment.
• Advanced technical knowledge of Win 10, Win 11, and Apple Mac OS.
• Requires 5 years of previous IT Helpdesk Experience.

Skills

• American Sign Language
• ITIL Service Desk product
• Active Directory
• Office 365 Suite
• VPN client troubleshooting
• Cell phone configuration and troubleshooting (Android/IOS)
• Zoom video conferencing support
• Windows 10
• Windows 11
• Apple Mac OS

Location

• Austin Headquarters

Work Type

• Hourly
• Non-exempt
• Onsite

Experience Level

• Minimum 5 years
• Not entry level

About the Company

• ZP Better Together is one of the nation's most extensive communication services for the deaf and hard of hearing communities.
• As a leading provider of onsite interpreting services, video relay services, and remote video interpreting, the company delivers a wide array of options designed to meet the unique communication needs of its customers.
• ZP Better Together's vision is to provide high-quality services with innovative products that break down communication barriers for its customers.
• We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.
• We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!

Equal Opportunity

• Purple Communications is an Equal Opportunity Employer.