Technical Support – Helpdesk

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver outsourced IT support and cybersecurity solutions to small businesses and nonprofit organizations in the Austin metro area.

• Provide regular end-user assistance.

• Address service requests related to new computer setups, GSuite support, and migrations to MS365.

• Install network drops and assist clients in network configuration during office relocations.

• Collaborate with vendors' technical support to resolve issues.

• Set up new systems and provide remote assistance to clients.

• Support both Windows and Mac operating environments.

• Manage MS365 and Google Workspace environments.

• Implement security protocols and troubleshoot end-user problems.

• Combat malware and viruses effectively.

• Prioritize service requests and organize daily tasks.

• Respond to technical assistance inquiries in person, via phone, and electronically.

• Keep colleagues and clients updated on incident status and any upcoming changes or scheduled outages.

• Record help desk interactions, document solutions, and assist in developing standard operating procedures (SOPs).

• Execute service ticket and workflow processes efficiently.

• Assist in running network cabling in commercial buildings and office suites.

⛳️ Requirements

• Minimum of three years providing end-user support within a networked environment.

• Strong troubleshooting capabilities.

• Proficient in researching and documenting solutions using available resources.

• Knowledgeable in networking, data cabling, routing, switching, and general network troubleshooting.

• Familiarity with Windows server versions.

• Experience in deploying new servers, managing server permissions, and maintaining servers.

• Competent in managing MS365 environments, implementing security measures, supporting end users, and resolving issues.

• Proficient in managing Google Workspace; experience with Chromebook management is a plus.

• Extensive knowledge of supporting Windows OS in a networked setting.

• Working knowledge of Mac OS.

• Capable of provisioning new systems and assisting clients remotely; familiarity with Addigy is an advantage.

• Expert in combating malware and viruses.

• Ability to prioritize service requests and use sound judgment when organizing daily tasks.

• Skilled in responding to technical assistance requests in person, by phone, and electronically.

• Adaptable to various client needs and willing to seek assistance when necessary.

• Strong verbal and written communication skills with colleagues and clients.

• Capable of logging help desk interactions, documenting clearly, and aiding in the development of SOPs.

• Excellent listening skills and ability to effectively execute service ticket and workflow processes.

• Reliable transportation is necessary.

• Physical ability to lift 50 lbs and crawl under desks if required.

• Capability to assist in running network cabling in commercial buildings and office suites.

• Punctual and dependable.

• Bilingual in Spanish is a plus but not mandatory.

🏝️ Benefits

• Profit sharing.

• Gas allowance.

• Company phone.

• Flexible work schedule.

• Comprehensive benefits package.

• Training opportunities with vendors available.