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Desktop Support Engineer

2 months ago


Houston, United States Open Systems Technologies Full time

A financial firm is looking for a Desktop Support Engineer

to join their team in Austin, TX.

Pay: $30-35/hr

Responsibilities:

Providing level 2 desktop support as needed Ensuring customer service is timely and accurate Aligning service level agreements with business stakeholder priorities Reporting on and driving performance against KPIs and metrics Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery Developing and manage a broad range of technical IT projects Providing timely updates to senior helpdesk leaders and stakeholders on regular basis Delivering enterprise level technical support covering a wide breadth of technical matters Meeting with clients and managing technical resources as needed Handling escalations from Systems Engineering and Systems Administration stakeholder teams Qualifications:

Bachelor's degree in computer science or relevant field 5-7 years of advanced technical experience 5-7 years of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment Experienceinstalling and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur Experience with VMWare, Azure/Office 365 Knowledge of Servers: Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers Experience with mobile devices (both Android and iPhone) CompTIA Net+ and/or CompTIA Security+ MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert) Experience with ITSM ticketing systems such as ServiceNow, Zendesk, Remedy, etc. Exceptional customer service, analytics, and problem-solving skills to ensure the best client solutions Expert technical knowledge with an understanding for managing multiple diverse environments Excellent communication skills, demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs Ability to facilitate technical meetings, and convey technical information to non-technical staff Proactive communicator with all levels of staff and management with the ability to maintain open communication with others Self-motivated with directed exceptional customer service orientation and dedication to meeting deadlines Excellent organization, time management and analytical skills Working for a financial institution or financial industry background is a huge plus CCNA or CCIE-Cisco certifications a real plus

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