Help Desk (Junior level) in Austin, TX (only local to Austin)

Job title: Help Desk (Junior level)

Location: Austin, TX (HYBRID- only local to Austin or near to Austin)

Duration: Long term

Client: 455-25-26152

Job Description:

Provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Provide service and preventive maintenance activities on terminals, printers, personal computers, etc. Basic knowledge of electrical/mechanical principles and basic electronics. Read and comprehend technical service manuals and publications. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Strong communication skills. Assist in coordination of changes, upgrades and new products, ensuring systems shall operate correctly

in current and future environment. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. Communicate accurate and useful status

updates. Manage and report time spent on all work activities. Ability to work in a team environment. Proven working experience in providing help desk support. Has a basic understanding of ITSM practices along with working knowledge of help desk software, databases and remote control. Able to receive calls and inquiries, provide support in accordance with established processes and document incidents and remedies. Must be great communicators and be able to translate their technical knowledge into actionable

direction. Has a basic understanding of EIR Accessibility and assistive technologies used by people with disabilities. Understands protocols for communicating with customers requiring special assistance to obtain required or requested information.

Level 1: 13 years of experience in the field or in a related area. Handle Tier 1 help desk escalations through tickets or phone. Follow up on outstanding requests and ensure timely resolution. Create accounts and configure hardware as part of onboarding process. Support audio and video equipment in conference rooms

Required skills:

• 13 years of Assist in coordination of changes, upgrades and new products, ensuring systems shall operate correctly
• 13 years of Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors
• 13 years of Proven working experience in providing help desk sup port.

WORK HOURS AND LOCATION

Services shall be provided during normal business hours unless otherwise coordinated through the Railroad Commission of Texas. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.

The primary work location(s) will be at William B. Travis building (WBT). Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Other work locations will be pre-approved travel to District Offices. Railroad Commission of Texas will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Railroad Commission of Texas.

OTHER SPECIAL REQUIREMENTS

2-3 weeks will be in WBT imaging PCs and 8-10 weeks will be traveling to District offices for 4-5 days of the week to set up users with newly imaged PCs.