Technology Support Specialist

Title : Technology Support Specialist I

Duration : 12 months

Location : Austin, TX

Job id : EY1JP00002810

Pay : $28.00 on W2 / hr

The On-site Technology Support (OSTS) Technician provides high-level technical support, guidance and advice to EY personnel in one or more of the following areas: networking, telecommunications, and/or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.

Responsibilities (include but not limited to):

Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues.

Laptop troubleshooting, maintenance and administration.

Apple MacBook support and troubleshooting.

Apple iOS and Android device support; setup and configuration.

Knowledge and understanding of HP, Xerox and Canon print devices.

Anticipate and respond to complex technology support issues.

Strong knowledge and understanding of Win10, Office 365.

Instant Messaging tools; TEAMs.

Excellent customer service skills, meeting with users in person to resolve complex technology issues.

Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems.

Analyze the impact of decisions, and guides others through the solution process in order to satisfy customer, OSTS and Firm needs and objectives.

Provide meaningful contributions to team efforts to enhance overall departmental effectiveness.

Leverage multiple resources or coordinating with other teams in order to meet customer needs.

Facilitate the implementation and support of defined EY Technology solutions.

Communicate system updates to customers as required.

Coordinate, track, and maintain inventory.

Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now

Perform software and Firmware upgrades and testing as needed or part of an initiative or project.Use root-cause analysis, and troubleshooting at the operational level, work to proactively identify technical and support problems and solutions to prevent future occurrence.

Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions.

Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint and other collaboration tools.

Provide technical guidance and consult with EY customer stakeholders.

To qualify, candidates must have:

Degree in Computer Science or a related discipline; or equivalent work experience in IT Support

Approximately 1-3 plus years of experience in support of IT products

Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications

Excellent interpersonal, communication and organizational skills

Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment

Able to work effectively with high level customers and other management personnel

Excellent Customer Service skills.

The Technology Support Specialist I performs daily routine technical support. This professional consults with the supervisor for task prioritization and effectively applies technical knowledge. This individual also specializes in one or more areas, including support center/technology support, networking, telecommunications, help desk, and technology certification. The Technology Support Specialist I assists others in the technology department, as needed.Under direct supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor. Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of basic firm hardware). Assist with new hire processing (account requests, verification, basic equipment configuration). Perform basic software troubleshooting and hardware triage support. Assist with the equipment and set-up for conference/meeting facilities, as directed. Assist with off-site support for client functions/meetings. Handle minor administrative functions such as moving and delivering equipment to clients. Perform administrative tasks, such as changing passwords. Handle minor functions such as moves, adds, changes, etc. Respond to customer inquiries concerning support requests, systems status, and network connectivity. Resolve hardware and software problems for firm-standard hardware/software. Record inquiries, and repair/service requests. Diagnose problems through research, isolation and resolution steps using automated systems via Remedy. Report problems with procedures and make suggestions for improvements. Escalate to or consult with senior staff when a solution is unclear. Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses. Process firmwide requests for software and documentation. Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues. Coordinate mass distributions, including on-site software duplication and documentation reproduction. Make recommendations to management regarding update and maintenance processes. Perform administrative duties, as required.