Job ID: TX-304136592 (93990116)
Onsite/Local Helpdesk Analyst with reporting, printing, preventative maintenance, personnel security and MS Office/Visio/Teams experience
Location: Austin TX (CPA)
Duration: 12 months
This is a re-post of 136385 Client Support– Shift Assignment ST1. Do not re-submit candidates that were submitted on that solicitation.
Minimum Requirements:
Years Required/Preferred Experience
1 Required Experience in providing support for hardware and software
1 Required Experience answering customer calls and issues
1 Required Experience in communicating information to customers
1 Required Experience in providing quality customer service for all customers in resolving problems, ensures customer satisfaction and documenting the reported problems
1 Required Experience with or knowledge of security requirements
1 Required Experience in reporting, printing, and distribution of reports to customers and management as assigned
1 Preferred Experience in notifying management of problems with processing and follows standards and procedures in correcting the problem or in transferring to the appropriate personnel for corrective actions
1 Preferred Experience in assisting with documenting Standard Operating Procedures
1 Preferred Experience with work production and reports failures and/or abnormalities for ensuring proper procedures for various outputs are followed along with Initiating commands to run jobs for customers
1 Preferred Experience in performing preventative maintenance on equipment according to procedures
1 Preferred Experience in testing new products and procedures
1 Preferred Experience with security measures dealing with CPA and non CPA personnel (badges and log book sign ins)
1 Preferred Experience with the Microsoft Office products, including TEAMs Word, Visio, Excel and PowerPoint
This is an entry level position with growth and development opportunities for the selected candidates.
The Candidate will perform systems support work. The candidate will work in the 24x7x365 IT Client Support-Operations, Help Desk, Data Center, Desktop Support and/or Print areas. This position will be on site working with the Night Shift Team (545pm-615am) and possibly the Day Shift Team (545am-615pm). The IT Client Support Team works on site and has rotating weekend shifts. This position may require additional hours over 40 hours a week and will receive the same hourly rate for those additional hours.
The assigned tasks involve:
· providing customer support for agency information technology systems
· operating automated office equipment in a personal computer and Mainframe environment
· answering customer calls and analyzing user requirements/needs
· printing jobs in a large print shop
· rotating on call services
OTHER SPECIAL REQUIREMENTS
Location Requirement: Candidate will need to be onsite at the LBJ building, downtown Austin, Texas area due to routine onsite assignments, meetings, and hands-on hardware related tasks at various data center locations in Austin.
Work Hours: The candidate will work in the 24x7x365 IT Client Support-Operations, Help Desk, Data Center, Desktop Support and/or Print areas. This position will be on site working with the Night Shift Team (545pm-615am) and possibly the Day Shift Team (545am-615pm). The IT Client Support Team works on site and has rotating weekend shifts. This position may require additional hours over 40 hours a week and will receive the same hourly rate for those additional hours.
Candidate Skills and Qualifications:
Must be able to:
· be onsite
· provide technical support for hardware and software
· work independently in a team environment with local and remote teams
· communicate, answer and track customer calls
· multi task between systems and screens
· adjust to changing workplace demands
· meet the needs and expectations of internal and external customers
Must possess:
· strong written, verbal, and interpersonal communication skills
· problem-solving skills and ability to multi-task with readiness to put in extra efforts when necessary
Must perform:
· preventative maintenance on equipment including lifting up to 40 lbs. from table to cart
· other related work as assigned