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About the Role
Provide second-level technical support to end users for the Texas Department of Transportation (TxDOT), handling escalated service requests and resolving technical issues related to computer systems, hardware, and software.
Responsibilities
- Provide technical assistance to computer system users on a variety of issues.
- Identify, research, and resolve technical problems escalated from lower support tiers.
- Respond to telephone calls, email, and in-person requests for technical support.
- Document, track, and monitor issues to ensure timely resolution.
- Assist users with computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Perform service and preventive maintenance on terminals, printers, and personal computers.
- Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
- Assist in coordinating system changes, upgrades, and new products to ensure correct operation in current and future environments.
- Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- Communicate accurate status updates and manage and report time spent on all work activities.
Requirements
- 4 to 7 years of experience in the field or a related area.
- Experience providing second-level support to end users by handling escalated service requests.
- Experience providing support onsite, remotely, over the phone, or via email.
- Experience developing solutions for network, desktop, and server problems.
Location
- Austin, TX
Work Type
- Onsite
Experience Level
- 4-7 years