TechAffinity Inc

Compensation

Full Description

Support Technician or Desktop Support Engineer ( #12 Roles Available ) Location : Austin Texas Expereince : 10-12 Years ONLY Exp: Minimum 10+ Years Must But Not More than 12 Years Experience working at an Electric Utility Domain is Plus Point Pay rate + Includes an additional flat stipend of $200.00 for each on-call week. This position will also participate in the rotating on-call schedule no more than 5 times during the fiscal year. They will be required to be on call for a week (24/7) and will be compensated a flat fee $216.00 stipend when on call. While on call, if they work any hours after their normal work schedule, they will be paid time for time (not to exceed 15 hours during a fiscal year). Looking for... • IT Support Specialist II • End-User Support Technician • Technical Support Specialist (Tier 2) • IT Systems Support Technician • IT Field Support Technician • IT Infrastructure Support Specialist • Desktop Support Analyst • Help Desk Technician II • Support Technician II • Information Technology Support Technician II • Senior Desktop Support Technician DESCRIPTION OF SERVICES: Our client requires the services of one Support Technician hereafter referred to as Worker, who meet the general qualification of Support Technician 2 and the specifications outlined in this document for our client WORK DESCRIPTION: Client s Edge Device Team is an agile department moving from a break fix environment to a managed desktop infrastructure by implementing standardized desktops, along with a feasible hardware/software lifecycle. This position will have heavy emphasis on advanced end-to-end technical support services on end-user hardware, software and application service requests. NOTE: This contractor will work an 8-hour work schedule anywhere between the hours of 6:00AM-6:00PM depending on the need, not including a hour off for lunch. This position will work a 40-hour week. This position will also participate in the rotating on-call schedule no more than 5 times during the fiscal year. They will be required to be on call for a week (24/7) and will be compensated a flat fee $216.00 stipend when on call. While on call, if they work any hours after their normal work schedule, they will be paid time for time (not to exceed 15 hours during a fiscal year). Primary Roles and Responsibilities Technical Support: • Provide advanced and escalated technology service support • perform complex hardware, software, and applications support and preventative maintenance • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc. • Triage and troubleshoot customer issues; Escalation point as Tier 1/2 Support • Implement support via Microsoft Active Directory • Perform enterprise desktop installations and updates via managed services • Perform call-backs within target-response-times • Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.) • Monitor Service Desk queues • Update/escalate tickets as appropriate • Monitor systems for problems/alerts • Systems Administration • Perform systems/accounts administration within target-response-times • Assist with conference room Exchange calendars • Support A/V setups for meetings Documentation systems and processes: • Document, test, and publish processes/procedures • Participate in developing and testing knowledge management content (knowledgebase) • Assist Service Desk resources with knowledge management activities Training & Development: • Attend product training as deemed appropriate • Achieve technical certifications as determined by IT management • Maintain awareness of AE IT quality programs and standards WORKER SKILLS AND QUALIFICATIONS: • Provide professional technical customer service to users. • Install and maintain hardware and/or software for desktop systems • Schedule, document, and close work orders via support software • Troubleshoot computer, printer problems • Setup and maintain A/V equipment • Required to provide on-call after hours 24 x 7 support(about 1 week a qtr.) • Valid Texas Class C Driver License w/ ability to travel to more than one work location • Perform Advanced System administration duties for Apple/Mac and Microsoft based devices, e.g. adding user accounts, group policy Management, packaging and deploying software • Experience with Microsoft Active Directory, Azure and Office 365 • Computer certification