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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