Teltech Communications, LLC

Desktop Support Engineer (Level 2)

Job Locations US-TX-Austin
ID
2021-1226
Category
Information Technology
Type
Full Time
Max
USD $100,000.00/Yr.
Min
USD $90,000.00/Yr.

Overview

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Note:  Submission deadline is 11/30/2021

60140000033371

 

Location:  Work location is Austin, TX 78735.  No relocation is offered for this position.  Candiates are expected to reside in the Austin, TX area.

 

Duration:  Services are expected to start on 12/15/2021 and end 12/14/2022.  Contract may be renewed or extended.

 

The Texas Department of Transportation (TxD0T) requires the services of four Level 2 Desktop Support Engineers referred to as Worker, who meets the general qualification of Support Technician 3 and the specifications outlined below.

Responsibilities

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We are looking for a Desktop Support Engineer to provide technical assistance to our customers. You will help install, upgrade and troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem Managements. This position will be working with: 1 the EUC Engineering team which is responsible for creation and deployment of packages and images to all workstations, laptops and tablets using SCCM 2. Level 1 Service Desk handling most incidents as they come in.

 

Worker will perform these Tasks:

The Texas Department of Transportation (TxD0T) requires the services of 4 Level 2 Desktop Support Engineers referred to as Worker, who meets the general qualification of Support Technician 3 and the specifications outlined in this document for the Texas Department of Transportation.

 

We are looking for a Desktop Support Engineer to provide technical assistance to our customers. You will help install, upgrade and troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem Managements. This position will be working with:

 

1. The EUC Engineering team which is responsible for creation and deployment of packages and images to all workstations, laptops and tablets using SCCM

2. Level 1 Service Desk handling most incidents as they come in.

 

Worker will perform these Tasks:

 

  • Address user tickets regarding hardware, software and networking
  • Walk customers through installing applications and computer peripherals
  • Ask targeted questions to diagnose problems
  • Guide users with simple, step-by-step instructions
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Record technical issues and solutions in logs
  • Direct unresolved issues to the next level of support personnel
  • Follow up with clients to ensure their systems are functional
  • Report customer feedback and potential product requests
  • Help create technical documentation and manuals
  • Create Knowledge Area Articles (KEAs) to increase resolution on Level 1
  • Identify opportunities for continual service improvement
  • Identify and resolve problems

 

Requirements:

 

  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude
  • BSc in Computer Science or relevant field
  • 6+ years experience in desktop support
  • 2+ years experience in problem management
  • ITIL Foundations certifications recommended
  • Comptia A+ certification recommended
  • MCSA/MSCE desired

 

Qualifications

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Note:  Candidates with prior expereince working with a State of Texas agency are encouraged to apply

Note:  Candidates must meet the minimum requirements below

 

  • Required 6+ Yrs Desktop Support
  • Required 5+ Yrs Experience in a NOC/Call Center environment (Incident Management)
  • Requried 2+ Yrs Change Management
  • Required 2+ Yrs Problem Management
  • Preferred 5+ Yrs Continual Service Improvement

 

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