IT User Support Technician Job Austin area,Texas USA,IT/Tech

Position: IT User Support Technician I

Overview

The User Support Technician I is responsible for providing user support for workstation, application, peripheral, hardware, and service issues through telephone and email communication, as well as in person. This role will capture and satisfy user service requests, incidents, and problems as the initial triage for the Joint Tech team. Additionally, as the first point of contact between customers and Joint Tech, the User Support Technician I will use excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions with quality and efficiency.

This role requires traveling to sites to provide direct support of workstations, applications, peripherals, hardware, service, and EMR/EPM issues.

Essential Duties

Serve as primary point of contact for users contacting User Support via phone or email

Identify, research, and resolve Tier I and Tier II support tickets using User Support tools and processes

Escalate issues when necessary within departmental guidelines and processes for resolution

Install, configure, and maintain computer equipment, peripherals, and software for the user community

Provide end-user training and assistance where required

Maintain and support client operating systems and end-user software using remote administration tools

Support users and telecommunications including, but not limited to, staging, building, programming, and deploying phones

Support hardware deployment, receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices

Troubleshoot and resolve hardware and software problems on workstations and portable devices

Update end-user accounts, including applying/updating permissions and access rights in accordance with Joint Tech processes regarding privacy, security, and regulatory compliance

Orient customers to use hardware and software in accordance with departmental processes

Disable account access as part of the off-boarding process

Provide on-call after hours support on rotational schedule

Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvement

Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products

Strong customer service skills

Perform basic network troubleshooting

Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues

Travel to other offices/sites/clinics to provide support as needed

Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware

Log all support issues accurately and in a timely fashion using departmental support tools and processes

Provide excellent customer service, including taking ownership of site-wide IT related issues

Ensure all actions, job performance, personal conduct, and communications represent Joint Tech in a highly professional manner at all times

Strong attention to detail and accuracy

Adept at reading, writing, and interpreting technical documentation and procedure manuals

Perform other duties as assigned

Work overtime when needed (up to 4 hours/week)

Knowledge/Skill/Abilities

Ability to exercise patience and professionalism during stressful situations
Willing to learn and accept challenges and new responsibilities
Strong analytical and problem-solving abilities
Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
Excellent verbal and written communication expertise
Adaptable and responds willingly to change
Ability to build and maintain strong work relationships with customers, leadership, peers, and team members
Ability to communicate technical information to individuals with various levels of technical knowledge

MINIMUM EDUCATION

High School Diploma

PREFERRED EDUCATION

Associate’s Degree in Information Technology-related field

MINIMUM EXPERIENCE

1 year of desktop support experience

PREFERRED CERTIFICATIONS/LICENSURE

Cisco CCNA Certification
Comptia A+ Certification
Comptia NET+ Certification
Comptia Security+ Certification

If candidate does not have any of these certifications, it will be a requirement to obtain at least one within the first 12 months after hire.

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