Desktop Support Technician

Support Technician

Location: Austin, TX Duration: 12 Months

TxDOT 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 Duties

• Serve as the initial contact for reporting user access issues and answering questions regarding access
• Accurately diagnose user access issues: gather necessary information and perform standard, preliminary research using all relevant available resources
• Effectively 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 quality
• Respond rapidly to each incident as it arrives from the first level Service Desk
• Verification 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/Experience

4 to 7 - End User profile, applications, and systems access

4 to 7 - Contact Center, Service Desk, Customer Service environment

4 to 7 - Access Management applications such as ARS and Active Directory

4 to 7 - Experience with reviewing and maintaining access criteria

4 to 7 - Ticketing systems such as Service Now

4 to 7 - Mainframe or open systems or SAP

Preferred (Optional): insert specific preferred skills for this Contract Position)

Years - Skills/Experience

ITIL certified

Strong written and oral communication skills