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Helpdesk Technician

Texas, Austin, 73301 Austin USA

Job#: 1255292

Job Description: Role: Helpdesk Technician

Duration: 6-month contract, possibility of conversion

Location: Onsite - Austin, TX - Must Be Fully Vaccinated

Required Skills & Experience: 1-2 years
  • O365, Active Directory or other cloud-based system, and troubleshooting
  • Understanding of O365 Suite and environment, capabilities, plans, service descriptions and features
  • Experience with desktop administration and remote desktop support
  • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
  • Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions
  • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
  • Knowledge of concepts and best practices relative to call center methodologies
  • Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding
  • Demonstrated professionalism in resolving customer issues and passionate about delivering the ultimate customer experience
  • Success at working in a team environment where a customer obsessive culture is paramount
  • Excellent written and verbal communication skills
  • Demonstrated Execution: ability to take action and follow through
  • Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics and commitment to meet and exceed individual and team KPIs
What You'll Do:
  • Support installation, configuration, and support of Microsoft Office 365 on various platforms
  • Escalate product bugs or unresolvable cases
  • Notice trends and report reoccurring problems
  • Participate in product testing, tool building and pilot new projects
  • Collaborate with team members to enhance the customer experience
  • Increase engagement with O365
  • Update O365 licenses, subscriptions, and user management as necessary
  • Ensure accurate and timely resolution of all assigned issues
  • Accurately document all work performed through ticketing system including details and outcomes
  • Engage and empathize with customers to support and resolve technical issues through completion
  • Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
  • Share your knowledge with teammates and guide them in the resolution of complex technical problems
  • Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations
  • Stay up to date with technological changes in the industry with internal and external training
  • Provide world-class customer experience, develop, foster and maintain highly effective customer interaction
EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

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