Desktop Support Technician Technology Austin, Texas Description Are you looking for an opportunity to accelerate your career and work with a team of friendly, creative people? Upland Software offers a collaborative work environment full of smart, positive, and passionate people who are respected for their unique talents and empowered to do their jobs well. As a member of this close-knit team, you are encouraged to take good ideas and run with them, pursuing the best outcome for our customers while having fun along the way. If these things are important to you and you're driven by delighting customers, we want to talk with you! Opportunity Summary: We are looking for an enthusiastic and dynamic individual to join our Desktop Support team in providing support services to local and remote employees with IT issues involving desktop/laptop software, hardware and network services. In this role, you will provide Level I client support and Level II support to escalations for hardware and software technical issues via phone, email and in person to provide timely resolution, document case status, and provide updates to management and end-users. This person must be able to learn new technologies quickly and troubleshoot to resolve problems quickly. You will be working directly with internal business groups as well as external vendors to remediate issues and escalated as necessary. It is critical that this person provide excellent customer service throughout the process. In addition, you will be required to participate in IT projects with assigned project deliverables. Primary Responsibilities: * Provides technical support and guidance through Tier II support and works with and escalate to Level III support to assist in the resolution of Tier III issues of medium to high complexity. * Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests. * Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other IT team members during escalations. * Responsible for ensuring customer satisfaction of support and service requests. * Maintain quality-conscious interface via phone and email with both technical and non-technical clients. * Review, analyze, and evaluate end user IT equipment, providing technical direction to users and makes recommendations on improved utilization. * Maintains and documents desktop application packages, participates in the testing and evaluation of new desktop packages, and implements prototypes. * Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal. * Prepare metrics, activity and progress reports regarding projects, tasks, and operations. * Adhere to standard operations, policies and service level standards, ensuring compliance. * Continuously assesses service quality and recommend process improvements to management. * Functions mostly independently; under general direction of more senior supervisors or managers. Requirements: * 2+ years of Level II User support experience for Desktop/Laptop/Tablet Hardware and multiple Enterprise Applications. * Experience supporting and deploying systems including Microsoft operating systems (installing and updating operating systems), Office suite (doing configurations and settings for email/.pst files), network applications, and related technologies. * Understands the enterprise interrelation of IT components. * Experience supporting wireless devices such as Android, iPhone, and email for iPad. * Experience with W2008/W2012 Server Administration including Active Directory (setting policies, building machines). * Experience in troubleshooting, diagnostics, research, and evaluation with IT staff and vendors in testing and operational support of complex system hardware and software problems and documentation of solutions. * Must have excellent communication (oral and written), interpersonal, organizational, and presentation skills. * Experience with an IT management, ticketing and tracking system. * Strong customer service skills and the ability to communicate at all levels of the business. * Self-motivated, detail-oriented and organized. * Able to work independently and efficiently to meet deadlines. * Knowledge and experience in Microsoft Exchange/Office 365 administration is a plus. * Able and willing to learn new as well as existing computer technologies * Experience installing software, patches, updates on desktop computers and laptops * Experience troubleshooting basic network, software, printing problems * Ability to lift computer related equipment of 50 pounds * Proficiency with MS Office (Excel, Word, PowerPoint, Outlook) * A high level of attention to detail * Excellent organizational, written, verbal, and interpersonal communication skills are a must * Ability to multi-task in a fast-paced environment * Ability to effectively interact with customers and various levels of field & management staff * Professional demeanor and the ability to communicate effectively via email and over the phone * IT support role requires someone who can work well independently or in a team environment * Experience with Remote Administration Tools Desired Skills: * Bachelors degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent combination of knowledge and experience. Relevant Microsoft Certified Professional (MCP) certifications a major plus. About Upland Upland Software (Nasdaq: UPLD) is an enterprise cloud software company that provides award-winning solutions in Project and IT Management, Workflow Automation and Digital Engagement. Our goal is 100% customer success, achieved through a unified operating platform that delivers the performance, scalability and support that over 2,500 Upland customers worldwide demand every day. We offer a casual and collaborative work environment, a generous benefits package and significant growth opportunities. Upland is publicly traded software company based in Austin, TX with offices in the US, Canada and the UK. Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.