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Form of workJob Description
A financial firm is looking for a Desktop Support Engineerto join their team in Austin, TX.
Pay: $30-35/hr
Responsibilities:
Pay: $30-35/hr
Responsibilities:
- Providing level 2 Desktop Support as needed
- Ensuring customer service is timely and accurate
- Aligning service level agreements with business stakeholder priorities
- Reporting on and driving performance against KPIs and metrics
- Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues
- Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery
- Developing and manage a broad range of technical IT projects
- Providing timely updates to senior helpdesk leaders and stakeholders on regular basis
- Delivering enterprise level technical support covering a wide breadth of technical matters
- Meeting with clients and managing technical resources as needed
- Handling escalations from Systems Engineering and Systems Administration stakeholder teams
- Bachelor's degree in computer science or relevant field
- 5-7 years of advanced technical experience
- 5-7 years of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment
- Experience installing and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur
- Experience with VMWare, Azure/Office 365
- Knowledge of Servers: Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers
- Experience with mobile devices (both Android and iPhone)
- CompTIA Net+ and/or CompTIA Security+
- MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert)
- Experience with ITSM ticketing systems such as ServiceNow, Zendesk, Remedy, etc.
- Exceptional customer service, analytics, and problem-solving skills to ensure the best client solutions
- Expert technical knowledge with an understanding for managing multiple diverse environments
- Excellent communication skills, demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs
- Ability to facilitate technical meetings, and convey technical information to non-technical staff
- Proactive communicator with all levels of staff and management with the ability to maintain open communication with others
- Self-motivated with directed exceptional customer service orientation and dedication to meeting deadlines
- Excellent organization, time management and analytical skills
- Working for a financial institution or financial industry background is a huge plus
- CCNA or CCIE-Cisco certifications a real plus
