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Desktop Support Specialist

| Austin

Job Description

The Desktop Support Specialist provides end-user technical support to our employees, routine maintenance, and infrastructure support as part of a close-knit team. Customer service and communications are pivotal to this role. 

 

The Day-to-Day:

  • Be the first point of contact for all technical support issues via phone, email, and face-to-face.
  • Answer incoming calls to the helpdesk and create corresponding trouble tickets.
  • Address trouble tickets opened by customers via email.
  • Escalate trouble tickets to our infrastructure and development teams as appropriate.
  • Participate in an on-call rotation with assistance from our infrastructure team.
  • Complete evening and/or weekend project work, as needed.
  • Perform basic Active Directory/Exchange administrative tasks.
  • Perform user account and end user equipment provisioning.
  • Perform hardware and software maintenance / troubleshooting on all end user equipment.
  • Perform preventative maintenance on equipment and software.
  • Provide support and assistance to local and remote employees.
  • Track and document your work clearly and efficiently.
  • Assist with administering new and existing systems and software.
  • Create documentation of solutions to reported issues, resolution steps, support procedures.
  • Document processes and take inventory of systems.
  • Perform other duties as assigned.

 

Job Requirements

  • Experience creating documentation, how to articles or equivalent
  • Proven troubleshooting abilities with a strong customer service orientation
  • Ability to effectively prioritize and execute tasks, be organized and manage your time
  • Ability to exercise good judgement
  • Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications
  • Excellent oral and written communication skills
  • Excellent self-task management skills
  • Associates degree or relevant certifications preferred
  • Familiarity with setup, install, and configure of Android and iOS devices preferred
  • Familiarity with automated provisioning tools, service desk software preferred
  • Customer service oriented
  • Ability to lift 25 pounds unassisted
  • Able to touch-type at a speed of at least 50 words per minute

 

Required Education & Experience:

  • GED or equivalent is required; some college preferred
  • 2+ years experience Microsoft desktop support or equivalent (Windows 8, Office 2013 and up)
  • Familiarity with Active Directory – new account setup and configuration, distribution groups, etc. preferred

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

11120 Four Points Drive, Austin, TX 78726

What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Annually.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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