AI Summary
Provide front-line technical support via inbound calls, emails, and in-person interactions. Gather and analyze information to determine resolution steps. Troubleshoot and resolve technical issues.
Key Highlights
Provide technical support via inbound calls, emails, and in-person interactions
Gather and analyze information to determine resolution steps
Troubleshoot and resolve technical issues
Support customers across multiple delivery channels
Escalate advanced or unresolved issues to higher-level support teams
Technical Skills Required
Benefits & Perks
Visa sponsorship available
Onsite location in Austin, Texas
Job Description
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Maddisoft, is seeking the following. Apply via Dice today!
Maddisoft has the following immediate opportunity, let us know if you or someone you know would be interested. Send in your resume ASAP. - U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. Send in resume along with LinkedIn profile without which applications will not be considered. Call us NOW! ***Visa sponsorship is available for this position.*
Job Title: IT Support Technician / Service Desk Analyst
Job Location: Austin, Texas- Onsite
I. Job Summary
- Provides front-line technical support via inbound calls, emails, and in-person interactions.
- Responds to support requests in a timely and professional manner.
- Gathers and analyzes information related to customer issues to determine appropriate resolution steps.
- Performs basic troubleshooting, including:
- Password resets
- Printer configuration
- Break/fix guidance
- Website content updates
- Creates user accounts and configures hardware as part of the new-hire onboarding process.
- Supports audio and video equipment in conference rooms.
- Resolves more complex issues based on documented configuration solutions.
- Ensures all support calls and emails are accurately documented in the tracking system.
- Escalates advanced or unresolved issues to higher-level support teams as needed.
- Identifies and communicates recurring issues or trends to management.
II. Candidate Skills and Qualifications
- 3 years (Required):
- Providing superior customer service (written, verbal, in-person)
- Supporting customers across multiple delivery channels (telephone, email, in-person)
- 2 years (Required):
- Working with customers of varying levels of technical proficiency
- Supporting computers, using relevant applications (Microsoft Office Suite, Windows 10, Adobe products), and troubleshooting information systems
- 1 year (Required):
- Experience with Active Directory
- Experience with cloud platforms/technologies such as Microsoft Azure
- CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.