IT Help Desk Technician
Austin, TX

Job Description

IT Help Desk Technician

Serves as the first point of contact for internal Twin Liquors customers seeking technical assistance through the help desk submission process. Performs on premise and remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers.

An effective help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and have the focus/patience to navigate challenging situations to resolution.

Help Desk Technician Responsibilities:

* Serve as a primary point of contact for customers seeking technical assistance, including rotating shifts of after-hours and Saturday support
* Perform troubleshooting through diagnostic techniques
* Determine appropriate solution(s)
* Walk the customer through the problem-solving process
* Direct unresolved issues to the next level of support personnel
* Provide accurate information on IT products or services
* Record events and problems and their resolution using prescribed help desk tools and software
* Follow-up and update customer status and information
* Document relevant feedback or suggestions by customers to the appropriate internal team
* Identify possible improvements on procedures and/or longer-term technology solutions to mitigate or prevent issues from propagating
* Oversee the maintenance of help desk software tools, including definition, adherence and improvements to process, procedures and reporting

Some specific examples of the span of responsibility for this role include, but are not limited to:

Vendor and Software Coordination

* Engaging/coordinating with managed services resources to deploy hardware to remote locations
* Managing updates for frequent software releases/rollouts
* Troubleshooting and addressing software issues

Helpdesk Administration

* Providing on-call support
* Working basic tickets (pulling workstation logs, setting up remote access and testing updates)
* Addressing office/warehouse support requests software/hardware issues in the office
* Handling website customer feedback/requests
* Supporting end-users for password resets and training requests
* Supporting printer/scanning

Equipment Support for the Stores

* Surveillance maintenance requests and follow-up
* Audio/video equipment request and follow-up
* Video footage requests for legal, HR and law enforcement
* Internet/phone outage troubleshooting
* Equipment returns and maintenance (primarily for credit card readers)

Other Logistics

* Maintaining IT equipment ordering and inventory levels (battery backups, keyboards, monitors etc)
* Monitoring server requirements (ordering and replacing failing drives/equipment at headquarters)
* Setting up online wholesale customer accounts
* Setting up new users, including equipment when needed and email/printers configuration
* Managing receipt image updates

Help Desk Technician Requirements:

* Proven experience as a help desk technician or other customer support role
* Tech savvy with working knowledge of office automation products, databases and remote control
* Good understanding of computer systems, mobile devices and other tech products
* Ability to diagnose and resolve basic technical issues
* Excellent communication skills
* Customer-oriented with the ability to multi-task