Job Description

Helpdesk Technician

ZP Better Together is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay services, and remote video interpreting, the company delivers a wide array of options designed to meet the unique communication needs of its customers. We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.

We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!

Help Desk Technician Job Responsibilities:

The Helpdesk Technician provides fast technical assistance on company computer systems. They will need to answer questions about technical issues and will work to solve them. They must be customer-oriented and able to explain themselves to company employees with varied technical experience. They need to be able to work alongside the NOC and other IT Staff to support the overall IT mission to provide a safe, secure, and stable computing environment for our company employees.

• Serving as a point of contact for company employees seeking technical assistance over email, in-person, or through the JIRA Service Desk ticket system
• Perform software/hardware troubleshooting of end user issues remotely using various tools
• Determine the best solution based on IT policies
• Assign priority levels to support requests and projects, then see them through to completion
• Ensure a JIRA Service Desk Ticket exists for all support cases that are reported
• Follow-up and provide updates on JIRA Service Desk tickets, including resolution steps
• Identify and suggest possible improvements to IT procedures or processes
• Document all Helpdesk processes and procedures in Confluence
• Update and Patch operating systems, 3rd party software, etc.. to maintain a secure computing environment
• Troubleshoot and repair hardware issues on desktops, laptops, and various PC accessories

Help Desk Technician Qualifications / Skills:

• A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required

• Able to build and image end-user computers

• Experience working with an ITIL Service Desk product for tracking issues and resolution

• Experience with Active Directory, and the full Office 365 Suite

• Experience setting up, configuring, and troubleshooting VPN client issues

• Experience configuring and troubleshooting cell phones (Android/IOS)

• Experience in providing Zoom video conferencing support

• Able to effectively communicate with company employees whose technology experience is varied

• Customer-focused and problem-solver

Education and Experience Requirements:

• Minimum 5 years of experience as a Help Desk Technician in a Windows environment

• Advanced technical knowledge of Win 10, Win 11, and Apple Mac OS

Work environment:

This position works in our Austin Headquarters

This is an hourly, non-exempt position

Employees may experience the following physical demands for extended periods.

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment up to 50lbs
• Boxing, Receiving, Unboxing, and Shipping Equipment
• Position may require some travel

NOTE: This is not an entry level position and requires 5 years of previous IT Helpdesk Experience.

Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees for this job. Employees are expected to follow their supervisor's instructions and perform the tasks requested by their supervisors.

Purple Communications is an Equal Opportunity Employer.

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