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Technical Support – Junior

The Judge Group

This is a Full-time position in Austin, TX posted April 5, 2021.

Location: Austin, TX Description: Our client is currently seeking a Technical Support
– Junior This job will have the following responsibilities: Responsible for helpdesk and/or desktop support for Client systems.Responsibilities: Diagnose and troubleshoots end user desktop application issues and provides appropriate solutionProvides timely resolution of problems or escalation on behalf of the customer and ensures their satisfactionProvides incident status updates to management and end-users per service level guidelines Support and maintain effective relationships with usersDevelops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT supportProvide support for PCs, laptops, printers, cell phones, and tablets etc.

Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management Qualifications & Requirements: 2+ years of experience working in a service desk or customer service environmentMinimum 1 year technical support experienceMinimum 1 year chat support experienceExperience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)Ability to type at least 40 words per minuteAbility to multitask effectively and handle 2-3 concurrent chat sessions at a timeWorking knowledge of PC technical support, systems administration, networking, Windows and Mac OSBachelors or Associates degree in Information Technology or a related field is a plusCertifications, such as CompTIA, ITIL, KCS and Microsoft certifications are a plus Contact: This job and many more are available through The Judge Group.

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