Desktop Support Specialist

Austin, TX, United States

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more in business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

We are fanatical customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth.

We are seeking a Desktop Support Specialist for a full-time position to work in Quest Software’s Austin, TX office.

Responsibilities

-Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, hardware and software to the client’s satisfaction

-Provides second level support to the Quest Software IT Service Desk and responds to problem tickets in a timely and efficient manner

-Receives, coordinates and installs desktop equipment and software according to department standards and procedures, and as needed

-Interacts with the IT Service Desk and other IT Team personnel to provide timely information regarding problem tickets and their resolution

-Maintains a positive working relationship with all enterprise departments to optimize working relationships and communication

-Provides desktop visits to senior business clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests

-Upholds the enterprise policy and procedures as well as recommends new and improved guidelines to ensure compatibility and better service to users of personal computers

-Adheres to Service Level Agreements as outlined in the IT Service Desk and Desktop IT Policies and Procedures

-Must be able to work in Quest Software’s Austin, TX office 5 days per week

Qualifications

-4+ years of IT experience supporting end user compute technologies and business users

-Proficiency with Microsoft desktop operating systems and desktop software including the Microsoft ecosystem - Office 365, Outlook, Word, Excel, Teams, and SharePoint

-Knowledge of networking principles, topology, and protocols

-Basic understanding of Active Directory and Servers

-Knowledge of Desktop Imaging

-Extensive knowledge of Hardware & O/S Troubleshooting.

-Should be expert in deployment of operating systems locally & remotely-Exceptional knowledge of Windows 10/11 operating systems

-Good understanding of IP telephony setups and installations

-Basic Knowledge of MacBook

-Maintains current technical expertise in the rapidly changing technology of end user compute technologies and peripherals and utilizes state-of-the-art techniques when implementing desktop solutions

Understanding of Helpdesk Ticketing System such as Service NOW or Jira

Preferred

-Associate degree in information services, computer science, or equivalent

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

Why work with us!

-Life at Quest means collaborating with dedicated professionals with a passion for technology.

-When we see something that could be improved, we get to work inventing the solution.

-Our people demonstrate our winning culture through positive and meaningful relationship.

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.