We are looking for an IT support specialist to be the front line of support for our company. Candidate will be responsible for all initial incoming help desk tickets, including scoping and redirecting tickets to the correct technician. They will assist the IT Team with varying projects from new technology rollouts, training, documenting procedures and maintaining a varying array of technology systems including SaaS and endpoints to conference room technology. Candidate will need to have a fundamental understanding of troubleshooting methodologies, as well as be able to maintain a personable demeanor in this fast-paced environment.
Responsibilities:
Respond to incoming support requests using our ticketing system and Slack. Properly log and document all incoming requests and update and close tickets. Scope tickets and allocate to the proper technician.
Provision, deploy and deprovision workstations as needed for new hires and departures
Lead onboarding orientation for new hires including light training overview of tools and IT-related policies
Manage system and software updates on end-user systems
Maintain conference room AV equipment and assist users with presentation preparation
Maintain inventory system
Respond to printer malfunctions and alerts, replace toner and schedule service requests when required
Document procedures for all IT duties, solutions and workarounds for common issues, and general technical information into a knowledge base
New employee setup — create accounts, provision computers, deploy phones, set up workstations
Shared Duties with IT:
Research emerging technologies and products and their applications to the agency infrastructure and standard workflows
Design and maintain software and hardware deployments based on department and/or team requirements
Requirements:
A clear and detailed understanding of Mac and Windows computing environments
Experience with the Adobe Creative Suite platform, font utilities and all creative tools typically used in a creative environment is preferred
Experience with Active Directory and the Macintosh platform integrated into Active Directory
A clear and detailed understanding of the architecture of standard business database-centric client-server applications
Candidate must live in Austin
Candidate must have reliable transportation and make infrequent trips to the office