Location: Austin, TX (Onsite)
Hours: Monday - Friday 8:00 am - 5:00 pm (30 min lunch) (must be available on-call)
Type: Temp-to-Hire
Positions: 5
REQUIREMENTS: Cisco Unified Call Manager, Troubleshooting, Customer Service, Help Desk
Our client is looking for service desk professionals with advanced technical troubleshooting skills, proven customer service expertise, and at least three years of experience in a fast-paced IT helpdesk environment with the ability to learn quickly. Applicants must have a strong familiarity with Cisco Unified Call Manager, as this technology is integral to the client's daily operations. Experience with other phone systems may be considered relevant for this position. This position is a 12-month contract to hire.
Required Technical Expertise:
- Functions as the primary interface for initial troubleshooting of software, hardware, and telephony systems, with proficiency in escalating Tier 2 and Tier 3 issues to appropriate IT specialists.
- Ensures client satisfaction by providing high-level, clear communication channels and sophisticated problem-resolution techniques.
- Applies methodical analytical approaches to diagnose underlying problems in desktop and network infrastructures during user interactions.
- Expert in systematic troubleshooting and fault isolation across a range of IT assets.
- Manages and monitors the ticketing system (Cherwell), ensuring timely responses and proper ticket assignment.
- Facilitates the creation and follow-up of service tickets, escalating complex issues as needed.
- Proficient in various applications including Cisco Communications, VPN software, Active Directory, Windows OS, and Microsoft Office suite.
- Demonstrates troubleshooting capabilities for devices such as computers, printers, scanners, and telephones.
- Understands network fundamentals, including firewall rules and LAN configurations.
- Familiar with Cisco VoIP systems and cybersecurity principles to effectively identify and mitigate security threats.
- Executes system upgrades, installations, and comprehensive hardware configurations, alongside reimaging within corporate IT standards.
- Implements strict hardware asset management protocols and enforces security policies including user account controls and PCI compliance adherence.
- Possesses an understanding of network infrastructure components, including PC firewall configurations and basic VoIP setup.
- Enforces cybersecurity measures by recognizing and neutralizing threats in accordance with established organizational security frameworks.
- Working knowledge with Microsoft Intune for device and application management across diverse mobile ecosystems, including Android and iOS.
- Familiar with document management systems such as ApplicationXtender, enhancing document storage and retrieval processes.
- Conducts targeted technical research using specialized search engines to enhance troubleshooting capabilities.
- Crafts detailed service documentation and procedural guides to bolster service desk efficiency and knowledge sharing.
- Proactively addresses pending service requests and incomplete tickets.
- Displays initiative and manages multiple tasks simultaneously
- Willingly performs additional responsibilities to support the IT department’s objectives.
REQUIRED CERTIFICATION OR QUALIFICATIONS :
- High school diploma
- Minimum: Associate degree or A+ Certification, N+ Certification, or MTA Certification
Equal Opportunity Statement
Eco-Life Employment Group is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
