IT Support Desk Engineer

You must live in the Austin area to be considered for this job. We have offices in Austin, Texas and Lake Charles, Louisiana. Your work will predominantly be remote from home with occasional visits to our Austin office.

Server At Work is a SOC 2-audited IT Managed Services Provider serving businesses across Texas and Louisiana, as well as, ten other states throughout the US. We specialize in delivering comprehensive IT solutions including managed IT services, cybersecurity, cloud management, VoIP systems, backup and recovery, and IT strategy consulting. For more than 12 years our close-knit team of 30 employees has helped our cherished clients improve their businesses with rapid response times, friendly service, and an emphasis on personal client relationships.

What you'll be doing as a Support Desk Engineer:
The technician will help remotely solve problems with computer hardware, software applications, networks, cybersecurity, mobile devices, and IP phones. The technician will receive and process incidents and requests in the form of tickets and phone calls from client end-users. Occasionally, the technician will provide desk-side support or handle local on-site escalations.

The technician will assist in password management, computer setups, operating system configurations, mobile device configurations, and application installations. The technician will triage, classify, and address cybersecurity events.

As part of our support desk team, the technician will use leading-edge management and monitoring tools to provide secure, resilient, and highly available solutions. The engineer will coordinate and assist other engineers with ticket escalations.

Qualities we need in you - our 5 Ps:

Personability: our people are personable and empathetic to our clients and to each other.

Purpose: we commit to creative problem-solving and delivering long-term solutions rather than quick fixes.

Professionalism: we promote a culture of teamwork and compassion.

Pliability: adaptability is key when working in the IT industry. We emphasize flexibility of mind and a willingness to explore new ideas.

Prestige: we endeavor to be the best in the industry through integrity, conscientiousness, and high standards.

More details about the job:
Job Type: Full-time

Travel: 10%

Work Location: Hybrid from Austin, TX Office / Home

Skill Level: Experienced

RESPONSIBILITIES

• Diagnose, troubleshoot, and resolve assigned support incidents and requests
• Perform operating system and application installations, upgrades, and support
• Use software diagnostics, monitoring tools, screen sharing, and verbal communication to assist client-users
• Triage and route reported incidents to other support teams
• Contact vendors for client end-users to gain support for non-covered incidents

QUALIFICATIONS

• Associate's degree (AA/AS) or Bachelor's degree (BA/BS) in computer-related field
• Microsoft Windows Desktop OS Certifications
• Microsoft 365 Certifications
• CompTIA A+ Certification
• Microsoft Windows Exams related to Windows desktop OS, 365, Security, and Networking
• 3+ years Microsoft desktop OS implementation and support
• 3+ years network firewall, wireless network, routing, and switch network diagnostics and troubleshooting
• Qualified to work within the US
• Driver's license
• Light to medium lifting capabilities

DESIRED QUALIFICATIONS AND EXPERIENCE

• Microsoft Active Directory
• Prior experience working at a MSP

ABOUT THE POSITION

• Work hours are Monday - Friday 8am - 5pm Central (Except major holidays)
• Occasional travel is required
• Paid on call rotation is required
• We provide healthcare insurance benefits for the employee that is heavily covered
• We offer optional dental, vision, life insurance
• Paid vacation and sick days
• 401k with employer contributions
• Monthly cell phone stipend