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Desktop Support Technician
🔒 Direct submission to hiring team • Zero candidate fees
Role & Company Overview
Employer
Alchemy Software Solutions
Location / Model
Austin, TX
Employment
Contract / Freelance
Recruitment Type
Direct to HR Pipeline
Industry
General
Company Size
Headquarters
United States
Visa & Sponsorship
Global Talent Consideration
📋 Role Overview & Responsibilities
- Title : Desktop SupportLocation : Austin, TXContract Job Description : As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities: Manage a team of 25-30 technicians across locations Manage the reporting of SLAs , Adherence of SLA and contract Manage shift and shift planning including on call roster Manage Resource productivity Enable the team with training and development Ensure security compliance Ensure sufficient inventory level is managed across locations Ensure all service request and incidents are resolved before agreed service levels Plan and execute any move request or project work Lead the team by providing technical and process assistance to below activities Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks Perform onsite updates, Configuration changes, or Software installations.
- Provide onsite technical assistance to end users by visiting their desk location Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g.
- Hardware Vendor technicians for warranty repair/replacement) Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis. (1.) To provide support for on call escalations and doing root cause analysis of given issue(2.) To independently resolve tickets within agreed SLA of ticket volume and time(3.) To adhere to quality standards, regulatory requirements and company policies(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Frequently Asked Questions
How do I apply for the Desktop Support Technician position at Alchemy Software Solutions? ▼
Click the “Apply for this Position” button on this page to submit your application directly to Alchemy Software Solutions without recruitment intermediary fees.
Is this position eligible for remote work or visa sponsorship? ▼
This position is located in Austin, TX with potential relocation and sponsorship assistance depending on candidate qualifications.
Are there any candidate fees on Hirely? ▼
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