Desktop Support Technician
My3Tech Inc
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
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