Technical Support Specialist

Position: IT Helpdesk Support

Location: Austin (office based)

Compensation: $50-60k (based on experience)

About GTT:

GTT is dedicated to providing secure global connectivity, enhancing network performance and agility for our clients, locations, applications, and cloud services. We operate a premier Tier 1 internet network and offer a comprehensive suite of cloud networking and managed solutions that leverage advanced software-defined networking and security technologies.

We cater to a diverse range of businesses with a portfolio that encompasses SD-WAN and various WAN services, internet connectivity, security, and voice solutions. Our clients benefit from a customer-centric service experience, supported by our commitment to operational excellence. For further details about GTT, please visit our website.

Role Overview:

The IT Helpdesk Support role is pivotal in delivering first-line assistance for IT-related incidents and service requests. This position is accountable for addressing support inquiries while ensuring customer satisfaction and maintaining continuous service delivery standards. IT Support personnel operate in a dynamic, fast-paced environment, providing assistance via phone, email, in-person, and self-service platforms.

Key Responsibilities:

• Diagnose and resolve hardware and software issues, including operating systems (Windows and Mac) and a variety of software applications.
• Execute operating system imaging and software deployment, including configurations from remote sites. Troubleshoot and rectify workstation deployment challenges.
• Assist users with recorded IT-related incidents, delivering end-user/client computer support. Accurately log, update, and document requests using the IT service desk system.
• Take ownership of issues and implement temporary or permanent solutions to restore services to customers promptly.
• Escalate incidents to other support teams as necessary.
• Install and configure new IT equipment, ensuring accurate records in the corporate Asset Management system.
• Resolve incidents and upgrade various types of software and hardware, including printers, copiers, scanners, cameras, and video conferencing systems.
• Maintain a high standard of customer service through effective verbal and written communication, ensuring all customers are treated efficiently and respectfully.
• Exhibit motivation as a team player with the ability to learn and manage new technologies and applications as priorities shift.
• Create, maintain, and publish relevant support documentation to assist employees in resolving incidents and service requests, fostering user self-sufficiency.
• Demonstrate flexibility in work approach and provide necessary coverage as needed.
• Participate in internal training to stay updated with the latest technology and internal processes.
• Engage in basic networking troubleshooting and configuration tasks.

Required Qualifications:

• A minimum of 3 years of experience in an IT support role.
• Proficient knowledge of Microsoft Windows 10/11 and MAC OS 12+ client operating systems, along with various software packages including Microsoft Office and Adobe Creative Suite.
• Experience in the installation and configuration of Windows 10/11 and Mac OS 12 and above in an enterprise environment, as well as support experience and knowledge of M365. MCP certification is a plus.
• Basic understanding of LAN/WAN (Ethernet TCP/IP, etc.) and related experience is mandatory. CCNA-level knowledge is preferred but not essential.
• Helpdesk and user support technician/operator experience with laptop, desktop, and some server hardware support experience.
• Demonstrated strong logical-thinking skills, intellectual curiosity, and a high desire for self-development. Ability to identify optimal solutions by considering the broader context rather than focusing solely on immediate details.
• Exposure to Active Directory, DHCP, DNS, Microsoft Entra AD, and InTune.
• Experience with IT Ticketing, Asset Management, Remote Desktop, and Desktop/Laptop imaging software.
• Previous experience in a customer service role is advantageous.
• Effective communication skills with a diverse range of individuals in a professional manner, both face-to-face and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Strong attention to detail and the ability to show initiative.
• Capability to plan and prioritize workload independently.
• Ability to manage and perform under pressure to meet service level agreements (SLAs).
• A high school diploma or general education degree (GED) is required.
• Industry certifications are an advantage.

Core Competencies:

• Flexibility and Adaptability: Knowledge of effective strategies for managing change; ability to adapt to evolving environments.
• Problem Solving: Knowledge of tools and techniques for recognizing and resolving operational or process challenges; ability to apply problem-solving skills to diverse situations.
• Teamwork: Understanding the importance of collaboration; experience working cooperatively towards shared objectives.
• Help Desk: Knowledge of help desk operations; ability to respond appropriately and efficiently to computer-related issues from employees.
• IT Service Level Agreements: Familiarity with IT Service Level Agreements; ability to design and utilize formal agreements with internal and external customers.
• LAN Administration: Knowledge of local area network (LAN) tools and software; ability to manage administrative systems for LAN services.
• PC/Workstation Software: Knowledge of PC or workstation operating software; ability to manage installation, configuration, maintenance, and troubleshooting for end-users.
• Software Installation and Support: Knowledge of software requirements, testing, networking, and security; ability to plan and implement software changes with minimal disruption.
• Technical Troubleshooting: Knowledge of troubleshooting methods; ability to anticipate and resolve technical issues across hardware, software, and applications.

Universal Competencies:

• Continuous Improvement: Knowledge of initiatives that drive changes to enhance responsiveness and efficiency; ability to foster a results-oriented culture.
• Customer First (Non-Customer Facing): Understanding of internal customer interactions; ability to create an environment that supports internal customer value creation.
• Operational Excellence: Comprehension of system-driven processes for consistency; ability to focus processes on maximizing positive customer impact.

EEO Statement (Americas Only):

GTT is committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location where the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT's employees to perform their job duties may result in disciplinary action up to and including termination.