Entry level IT Help desk

Location: Austin, TX, United States
Date Posted: 07-10-2018
Office location: 3900 Capital of Texas Hwy, Suite 300, Austin, TX 78746
 
Responsibilities:
·         Provide support for Samsung Telephone PBX and desk units.  Will interact with Samsung phone vendor for telephony issues.  Deploy and configure desk phone units.
·         Provide level 1 phone/chat/email/desk-side support for desktop related issues, including Microsoft and other installed software issues.  These include all Microsoft products and other Samsung specific software products.
·         Assist in staging desktops and laptops including re-imaging OS, installing corporate required software.
·         Provide walk-up customer support by creating trouble tickets using the ticket system
·         Troubleshoot desktop/laptop issues, etc.
·         Create user accounts (Linux and Windows)
·         Termination of accounts
·         Removal of hardware and installation of new hardware.
·         Replace toner in printers, clear printers of paper jams
·         Work L1 trouble tickets that have been assigned to you and pull from the queue.
·         Provide backup support to another tier 1 supports techs.
·         Document tickets and troubleshooting steps for escalation.
·         Document Run Book and/or User portal for common issues. 
·         Adhere to all Samsung security protocols
·         Provide friendly customer support
·         Create and maintain documentation
 
Qualifications
Associates degree or better
6 months to 1 year experience a plus
Knowledge on Samsung, Cisco, Nortel or any other PBX system a Plus
Experience in supporting corporate phone systems a plus
Knowledge and familiarity with Microsoft products including Windows 7, Office and Outlook
Basic Knowledge and familiarity with Linux commands
Basic understanding of networks
Basic understanding of computer and computer components
Experience in a technical L1 helpdesk environment
SharePoint  experience (a plus)

***Because of the frequent law changes, we are not accepting candidates that require sponsorship in the future at this time***
BTI Talent Acquisition Team
recruiting@btisolutions.com
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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