Support Technician/Help Desk

Allied Consultants, Inc is a proudly Austin based firm with over 33 years of experience delivering top-tier technical and business professionals within Texas State Agencies. We are currently seeking an experience Support Technician/Help Desk to play a key role within a high-impact technical services team.

At Allied Consultants, we value our consultants and are committed to providing an exceptional experience including:

• Highly competitive pay rates
• Local support staff for responsive, personal service
• Comprehensive benefits package, including:
  • Medical insurance (with employer cost sharing)
  • Life insurance
  • A 401(K) plan with company match
  • Flexible spending through a cafeteria plan

Candidates selected for interviews will be subject to a criminal background check and may be required to pass a drug screening, in compliance with federal and state regulations. All offers of employment are contingent upon successful completion of these checks.

Allied Consultants is a proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Location of job: Remote. Candidates must be local to Austin, TX**

Client’s Edge Device Team is an agile department moving from a break fix environment to a managed desktop infrastructure by
implementing standardized desktops, along with a feasible hardware/software lifecycle. This position will have heavy emphasis on advanced end-to-end technical support services on end-user hardware, software and application service requests.

NOTE:  This contractor will work an 8-hour work schedule anywhere between the hours of 6:00AM-6:00PM depending on the need, not including a hour off for lunch.  This position will work a 40-hour week.

This position will also participate in the rotating on-call schedule no more than 5 times during the fiscal year.  They will be required to be on call for a week (24/7).While on call, if they work any hours after their normal work schedule, they will be paid time for time (not to exceed 15 hours during a fiscal year).

Primary Roles and Responsibilities

• Technical Support
• • Provide advanced and escalated technology service support
  • perform complex hardware, software, and applications support and preventative maintenance
  • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
  • Triage and troubleshoot customer issues; Escalation point as Tier 1/2 Support
  • Implement support via Microsoft Active Directory
  • Perform enterprise desktop installations and updates via managed services
  • Perform call-backs within target-response-times
  • Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
  • Monitor Service Desk queues
  • Update/escalate tickets as appropriate
  • Monitor systems for problems/alerts
  • Systems Administration
  • Perform systems/accounts administration within target-response-times
  • Assist with conference room Exchange calendars
  • Support A/V setups for meetings

• Documentation – systems and processes
  • Document, test, and publish processes/procedures
  • Participate in developing and testing knowledge management content (knowledgebase)
  • Assist Service Desk resources with knowledge management activities
• Training & Development
  • Attend product training as deemed appropriate
  • Achieve technical certifications as determined by IT management
  • Maintain awareness of client's IT quality programs and standards

Minimum (Required)

Preferred (Optional)