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IT Support

Ascent Services Group

Job Description

Role Overview:
This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware and IT infrastructure, as well as basic support for local network, servers and business applications. Install, configures and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment. Communicates highly technical information to both technical and non-technical personnel. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures. May participate in the development of information technology and other related processes and projects.

Responsibilities:
  • Answer, evaluate and prioritize requests for assistance from users experiencing problems with hardware, software, client networking, telecommunications and audio-visual and other IT related technologies.
  • Provide support for mobile devices (iPhones, iPads, etc.)
  • Document and track work in SNOW (Incident Management Ticket recording system) as appropriate, assign tickets to other support or resolver teams and assist with the warranty repair process.
  • Assist with maintaining asset inventory tracking and licensing information.
  • Responsible for limited training of site personnel on simple standard desktop software where possible.
  • Assist with maintaining asset inventory tracking and licensing information.
  • Responsible for communicating site requirements to management.
  • Provides user support on remote connectivity issues using various technologies (RAS, VPN, McAfee). Basic printer & copier maintenance.
  • Handles technical support or warranty claims with IT Equipment vendors.
  • Supports audio visual and video conferencing equipment.
  • Provides user support on remote connectivity issues using various technologies (RAS, VPN, McAfee). Basic printer & copier maintenance.
  • Handles technical support or warranty claims with IT Equipment vendors.
  • On occasion act as site “hand’s & eye’s” as required by IT and vendor network, server, environmental teams, including the Administration of backup of network servers.
 
Education:
  • Bachelor’s degree in a Computer Science or Business discipline or equivalent work experience in a relevant technical area
  • Licenses/ Certifications: Microsoft Certified preferred, Apple Certified or equivalent Apple/IOS experience a plus.
 
Experience:
  • Experience and successful delivery of desktop support services
  • User administration in Active Directory environment
  • Strong knowledge of system integration and downstream impacts
  • Experience of root cause analysis and problem solving methodologies
  • Knowledge and understanding of the need to meet customer expectations and that all jobs must be completed to the satisfaction of the client/customer. Highly competent with desktop support for Office and Windows, experience in problem solving and troubleshooting issue.
 
Competences:
  • Strong customer services skills including the ability to work continuously with operational departments to understand unstated business requirements.
  • Ability to work as part of a team with minimal supervision.
  • Ability to identify opportunities to improve operational and technical processes.
  • Excellent time management and planning skills

Job Requirements

 
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Job Snapshot

Location US-TX-Austin
Employment Type Contractor
Pay Type Hour
Pay Rate $20.00 - $23.00 /Hour
Store Type IT & Technical, Other

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Terms & Conditions
Snapshot
Ascent Services Group
Company:
US-TX-Austin
Location:
Contractor
Employment Type:
Hour
Pay Type:
$20.00 - $23.00 /Hour
Pay Rate:
IT & Technical, Other
Store Type:

Job Description

Role Overview:
This role provides day-to-day technical incident, problem and configuration support for internal desktop systems software and hardware and IT infrastructure, as well as basic support for local network, servers and business applications. Install, configures and troubleshoots desktop systems and workstations and may assist with other issues in a heterogeneous environment. Communicates highly technical information to both technical and non-technical personnel. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures. May participate in the development of information technology and other related processes and projects.

Responsibilities:
  • Answer, evaluate and prioritize requests for assistance from users experiencing problems with hardware, software, client networking, telecommunications and audio-visual and other IT related technologies.
  • Provide support for mobile devices (iPhones, iPads, etc.)
  • Document and track work in SNOW (Incident Management Ticket recording system) as appropriate, assign tickets to other support or resolver teams and assist with the warranty repair process.
  • Assist with maintaining asset inventory tracking and licensing information.
  • Responsible for limited training of site personnel on simple standard desktop software where possible.
  • Assist with maintaining asset inventory tracking and licensing information.
  • Responsible for communicating site requirements to management.
  • Provides user support on remote connectivity issues using various technologies (RAS, VPN, McAfee). Basic printer & copier maintenance.
  • Handles technical support or warranty claims with IT Equipment vendors.
  • Supports audio visual and video conferencing equipment.
  • Provides user support on remote connectivity issues using various technologies (RAS, VPN, McAfee). Basic printer & copier maintenance.
  • Handles technical support or warranty claims with IT Equipment vendors.
  • On occasion act as site “hand’s & eye’s” as required by IT and vendor network, server, environmental teams, including the Administration of backup of network servers.
 
Education:
  • Bachelor’s degree in a Computer Science or Business discipline or equivalent work experience in a relevant technical area
  • Licenses/ Certifications: Microsoft Certified preferred, Apple Certified or equivalent Apple/IOS experience a plus.
 
Experience:
  • Experience and successful delivery of desktop support services
  • User administration in Active Directory environment
  • Strong knowledge of system integration and downstream impacts
  • Experience of root cause analysis and problem solving methodologies
  • Knowledge and understanding of the need to meet customer expectations and that all jobs must be completed to the satisfaction of the client/customer. Highly competent with desktop support for Office and Windows, experience in problem solving and troubleshooting issue.
 
Competences:
  • Strong customer services skills including the ability to work continuously with operational departments to understand unstated business requirements.
  • Ability to work as part of a team with minimal supervision.
  • Ability to identify opportunities to improve operational and technical processes.
  • Excellent time management and planning skills

Job Requirements

 
IT Support Apply now