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System Support Specialist #2248

Austin, Texas · Information Technology
System Support Specialist
Contract Length: 12-18 months
Location: Austin, TX (Hybrid – 2 days/week onsite)

Our client is looking for a dynamic, energetic System Support Specialist  who welcomes all tasks with a smile and a positive attitude!  The ideal consultant will enjoy the challenge of working on multiple projects with minimal supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.  

Required Experience:
  • 4+ years of experience performing complicated tasks in a Help Desk/Service Desk support environment
  • Strong experience working with Help Desk software (e.g. ticketing systems, knowledge bases)
  • Strong knowledge of desktop hardware and a variety of software systems
  • Basic understanding of SQL to help analyze data, identify trends affecting certain systems
  • Ability to build rapport and elicit problem details from customers
  • Must demonstrate initiative and professionalism
  • Ability to quickly identify and learn appropriate software and hardware 
  • Ability to triage, engage others, and escalate appropriately
  • Ability to write accurate reports, review data, and system documentation 
  • Strong problem solving skills with the ability to adjust to frequently to changing priorities
  • Excellent verbal communication skills

Duties and Responsibilities:
  • ​​Triage service desk tickets using ServiceNow
  • Respond to requests or escalate as appropriate
  • Install, maintain, and provide technical support for users
  • Perform hardware, software, and applications support and preventative maintenance
  • Handle department software installs, such as Timetrade, Grammarly, etc.
  • Ensure accurate reporting of incidents or events along with documented procedures
  • Manage IT inventory (hardware and some software licenses)
  • Manage mobile devices (primarily department-issued cell phones or laptops with O365)
  • Manage hardware device upgrades (cell phone upgrades, periodic laptop refreshes, Xerox printers etc.)
  • Work with customers and purchasing to identify solutions and obtain quotes for new solutions
  • Procure IT hardware and software
  • Responsible for inventory management and record keeping
  • Create knowledge base articles and documentation of internal processes

Genius Road, LLC is proud to be a Certified Women’s Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

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