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Technical Support Specialist

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Austin, Tx
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Our client located in Austin, TX is looking for a Technical Support Specialist for a contract to hire role. If interested please email your resume with "Tech Support - Austin" in the subject line to . What will I be doing? The Technical Support will be the contact for internal staff over the phone and via Service Now ticketing system. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolve staff problems. Responsibilities: Act as a single point of contact for phone calls from staff regarding IT issues and inquiries Receiving, logging and managing calls from internal staff via telephone 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers and iPads Troubleshoot basic network issues such as down sites/phone outages Escalate unresolved calls to the 2nd line support Log all calls in the Service Desk Call Logging system To maintain a high degree of customer service for all support queries and adhere to all service management principles Utilize in house knowledge-base in order to assist with triage Identify major incidents and notify 2nd line support in a timely fashion. Basic Active Directory knowledge. Ability to check user accounts for required matching security. What Skills do I need? 2 years previous IT Service Desk and/or Call Center experience required Basic User & Security Group Active Directory administration Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007 Excellent communication skills and telephone manner. Excellent organizational skills

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