Desk side Support

Job Description:

• The IT Support Specialist is primarily responsible for providing executive VIP support to end users at various client sites in the Austin area. Some (vehicular) travel is involved to include nearby cities outside the Austin region.
• Tasks will include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT functions, as needed. The successful candidate will possess strong problem solving skills, deep technical knowledge in the required fields, critical thinking, self-starter, as well as exceptional interpersonal skills.

Key Responsibilities to include but are not limited to:

• Deliver world-class IT support to onsite and remote end users
• Independently resolve complex, break/fix issues in person or via telephone Troubleshoot Windows 10 Microsoft Office 2013 - 365; Outlook, Excel, Word, PowerPoint, Teams, iOS & Android operating systems, Internet/Intranet, Anti-virus, Disk encryption, VPN, Webex and Printing. Perform installations, replacements, imaging, upgrades, and other hardware/software related tasks as needed
• Setup and monitor high-priority executive meetings utilizing collaboration and AV services
• Provide smart hands support for network and voice services
• Provide recommendations regarding new technologies to better support all executives, and users
• Perform regular walkthroughs to provide proactive support to high visible individuals
• Acts as a resource for IT projects and initiatives in other functional areas as needed
• Receive and respond to incoming requests in a timely manner including occasional after-hours support.
• Follow set procedures for logging, reporting, and statistically monitoring desktop operations
• Present the facts transparently to promote collaborative solutions

Job Requirements:

• Bachelor’s degree or equivalent experience (i.e. 7+ years’ experience in an IT technical role)
• 5+ years’ direct experience supporting C-Suite executives and other VIP staff
• 7+ years’ experience in desktop hardware, operating systems, smartphones, and printers.
• 7+ years’ experience in Microsoft products (Windows, Office, Outlook, Skype, etc.)
• 7+ years’ experience in business communication platforms such as messaging, video conferencing, telephony etc.
• A+ Certification or other similar Microsoft certifications a plus
• Basic knowledge of network hardware including firewalls, routers, access points, bridges, switches, patch panels a plus
• Hands-on troubleshooting experience with the ability to perform under intense scrutiny
• Working technical knowledge of current protocols, operating systems, and standards
• Strong written and oral communication skills with a focus on executive level support
• Analytical and problem-solving abilities, with keen attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute
• Experience working in a team-oriented, collaborative environment
• Strong customer-service orientation with a focus on customer satisfaction
• Highest degree of professionalism and integrity
• Ability to research and test new technologies and solutions
• Time management and organizational skills