Support Technician
Austin, TX, United States
Title: Support Technician
Location: Austin, TX
Duration: Long Term
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https://candidate.arytic.com/Ijobdetail/1002868
Job Description :
Primary Roles and Responsibilities
Audio Video Provide hands on support for users at onsite meetings
Regulates sound inputs and feeds and/or coordinates audio feeds with live broadcasts and recordings.
Troubleshoots and performs repairs and routine cleaning of audio and video equipment
Sets up, hauls, loads, and unloads equipment; operates cameras, lighting equipment, teleprompters, microphones, and other audio equipment; and monitors and adjusts equipment during recording sessions.
Constructs and position sets, lighting equipment, and other City equipment and property
Determines video production equipment needs and makes recommendation for purchases
Research technology solutions to address video production needs.
Technical Support Provide end-to-end coordination of outages
Gather/verify caller contact information
Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
Triage and troubleshoot customer calls; Escalation point as Tier 1/2 Support
Support Microsoft SCCM
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
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 AE IT quality programs and standards
Required Skills: 4 - 7 years of experience required on Setting up and maintaining A/V equipment
4 - 7 years of experience required on Perform installs of A/V equipment
4 - 7 years of experience required on Install and maintain hardware and/or software for desktop systems
1 year of experience required on Troubleshoot computer, printer problems
2 years of experience required on Provide professional technical customer service to users.
2 years of experience required on Schedule, document, and close work orders via support software
Valid Texas Class C Driver License.
Preferred Skills: 1 year of preferred experience to Perform Advanced System administration duties, e.g., adding user accounts, group policy Management, packaging and deploying software
1 year of preferred experience to Track and monitor company technology asset inventory
1 year of preferred experience to Computer certification