HHSC Help Desk Technical Support

Job Title: IT Help Desk Support Technician
Location: Austin, TX 78751
Job Type: Contract, long-term, potential Contract-to-hire

Schedule: Onsite

Hours: 40 hours per week, Monday thru Friday, 8-hour shifts, staggered between 7am - 7pm (must be able to work outside of standard hours on short notice)

Rate: $21/HR

Job Description:

Are you a technical-savvy individual who likes to help others resolve their PC difficulties and IT-related issues over the phone and email? If the answer is yes, don't wait too long to apply for this IT Help Desk Support Technician role, with a company that wants to invest in you!

Are you ready for...

Your career advancement through on-the-job training with a steady Monday - Friday work schedule? An extraordinary work environment with GREAT company culture?

In this role, you will be responsible for:

• Providing first-second-level technical support (dependent on experience) for PC hardware, software, and network problems over the phone or via email.
• Monitoring call trends to identify and resolve continuing problems or unusual situations.
• Performing security access administration functions that include resetting active directory, portal, and mainframe passwords.
• Communicating on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

Do you have the following qualifications ?

• 1-2+ years' experience with information systems, processes and procedures.
• 1 or more years of experience in a high-volume call center/help desk environment is required.
• At least 6 months of IT troubleshooting in a technical call center/help desk environment providing technical assistance to customers over the phone.
• Extensive knowledge of personal computers, printers, other peripheral equipment, Microsoft products (Windows 7/10, Office 365), and other applicable software.
• Knowledge of current hardware and software troubleshooting techniques.
• Ability to effectively communicate orally and in writing in the English language with all levels of staff; Strong ability to present and explain technical information to a non-technical audience.
• Excellent customer service techniques, especially with difficult callers and/or under stressful conditions.
• Ability to type 45+ words per minute.
• Knowledge of incident tracking software such as Remedy is required.
• Skill in creating and maintaining technical documentation. Ability to learn new and existing hardware and software.
• Effectively multitasks while exercising logic and reasoning to define problems, establish facts, and draw valid conclusions. Perform research and retrieve information from computer systems, databases, and the Internet.
• Ability to take direction, work well as part of a team, and work independently when needed. Ability to adjust to and maintain a fast-paced workflow.
• Experience troubleshooting printers
• Ability to troubleshoot Android and IOS
• CompTIA A+ Certification desired.

Essential Job Functions:

• Answers IT Customer Service Help Desk telephone hotline.
• Troubleshoots technical problems for callers regarding Agency hardware, software, network, peripheral and mobile devices issues. Escalates issues as required.
• Creates problem tickets in Agency incident tracking software (Remedy) for all calls. Achieves desired metrics in accordance with department policies.
• Provide first call resolution for users with remote access tools.
• Verifies and documents customer identity in accordance with Agency requirements.
• Performs weekly and monthly duties as assigned on a rotating basis (e.g. picking up mail, training, answering Help Desk email box, etc.). Acts as backup to monthly duties as needed.
• Attends department meetings and training as required.
• Serves as an integral member of an IT Support Team which supports various level of customer in a dynamic environment. Promotes and participates in a positive and culturally diverse work environment.
• Maintains technical expertise on hardware, software, network configurations, etc.
• Participate in user acceptance testing prior to deployment of new hardware and software.

Other Requirements:

• Must pass a satisfactory standard criminal background check upon hire.
• Must have reliable transportation.

Work Environment:

• Must be well-groomed and presentable for a business environment.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.