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About the Role

The Desktop Tech provides Level 2 hardware and software support for over 1500 devices, troubleshooting issues with MS Office, Windows, viruses, and standard applications across multiple locations while meeting service level agreements and promoting desktop standards. This role also participates in special projects like equipment moves and printer maintenance, and documents daily tasks and troubleshooting procedures.

Responsibilities

• Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards.
• Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and high-level support.
• Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Requirements

• Must be able to work 100% from a corporate office 5 days a week.
• Role supports onsite employees so working remotely is not an option.
• 2+ years of Tech Support experience including supporting Windows and Mac
• Experience with workstation setup, refreshes, conference room support, networking, and other related duties
• Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.
• Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
• Strong communication skills and collaborative attitude are key attributes for this role.
• An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.

Skills

• Desktop
• Troubleshooting
• ITIL Process Knowledge
• Understanding of change, incident, and problem management frameworks.
• Cross-Functional Collaboration
• Experience partnering with teams like Active Directory, Messaging, Networking, and Security.
• Automation & Knowledge Base Contribution
• Interest or experience in driving automation and writing KB articles to reduce service desk volume.
• Mac/Apple OS Support
• Conference Room & Remote Support
• Familiarity with AV setups and remote user support including VPN and mobile device management.

Location

• Austin, TX

Work Type

• Onsite
• Contract to Hire

Experience Level

• Entry Level

Education Level

• Associate degree
• Certificate
• Boot Camp in Computer Science
• Equivalent training/experience

Salary/Compensations

• $25.00 - $30.00/hr

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

• We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
• We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

Equal Opportunity

• The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
• Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.