Desktop Support Technician

Support TechnicianLocation: Austin, TX Duration: 12 MonthsTxDOT requires the services of a Support Technician, who meets the general qualification of Support Technician Level 2 and the specifications outlined in this document.UAM Analyst DutiesServe as the initial contact for reporting user access issues and answering questions regarding accessAccurately diagnose user access issues: gather necessary information and perform standard, preliminary research using all relevant available resourcesEffectively implement the steps found in available resources by following instructions and using a variety of remote access, user admin and related tools.Clearly and thoroughly document request for assistance in out ticket management system and track incidents and tasks to resolution/escalation.Identify potential outages and problems and communicate the information to TeamLead in a timely manner.Updating tickets with all steps undertaken and closing incidents when issues closed.Escalate unsolved incidents to the correct support group or external maintainer.Supporting first line agents and ensuring qualityRespond rapidly to each incident as it arrives from the first level Service DeskVerification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.Ensure that the process and procedures described in the job aids are followed.Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.Ensure effective escalation handshake.Maintain good collaborative relations – Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.Making sure that SLA targets and achieved.Surveys: Making sure that the highest score of survey has been received.Relationships: Building and managing working relationships with customers and suppliers.Monitor the job failures and resolve them as per the documentations.Analise system alerts/ batch job streams, observing their status, exceptions and associated incidet/failure messages.Record the resolutions in ticketing for the audit purpose, if the ticket is not automated to track the failure.Provide guidance to the junior resources to support the project independently.Train the new resources on the project and technology.Improve existing batch processing and prepare quality documents for routine task.Maintain daily checklist to cover all routine task up to date with time line for team members.The workers' responsibilities and skills must include:Minimum (Required): insert specific minimum skills for this Contract Position)Years - Skills/Experience4 to 7 - End User profile, applications, and systems access4 to 7 - Contact Center, Service Desk, Customer Service environment4 to 7 - Access Management applications such as ARS and Active Directory4 to 7 - Experience with reviewing and maintaining access criteria4 to 7 - Ticketing systems such as Service Now4 to 7 - Mainframe or open systems or SAPPreferred (Optional): insert specific preferred skills for this Contract Position)Years - Skills/ExperienceITIL certifiedStrong written and oral communication skills