Tracker RMS
Sr Desktop Support Field Engineer (Contract to Hire)
Location: San Antonio, TX
Responsibilities:
– Provide troubleshooting and support to external clients via ticketing system, phone, email, and onsite.
– Manage ticket workflow from initial contact to closure and ensure all necessary documentation is provided.
– Maintain, upgrade, configure, and ensure reliable operation of computer systems in various physical and virtual environments.
– Troubleshoot hardware and software issues, document problems and resolutions in the ticketing system.
– Assess the impact of identified issues and prioritize service tickets to meet SLA/Customer expectations.
– Develop and document technical processes and procedures as needed.
– Perform operations related to routine and disaster recovery scenarios.
– Manage time effectively and document daily activities in the ticketing system to meet company expectations.
– Maintain quality service by following organizational standards.
– Participate in self-development and educational activities to stay current with new/existing technologies.
– Interact with customers to support both routine and reactionary service-based issues.
Skills/Qualifications:
– Ability to work in a fast-paced environment while maintaining quality customer service.
– Willingness to work after hours to meet customer requirements and participate in on-call duties when scheduled.
– Excellent communication skills, both written and verbal.
– Current IT certifications in Linux, Microsoft, or other related fields are a plus.
– Advanced level troubleshooting skills.
– Ability to work independently and as part of a team.
Requirements:
– Associate or Bachelor’s degree in Computer Science, Information Technology, Workstation Administration, or a closely related field, or equivalent experience required.
– 3-5 years of workstation administration and troubleshooting experience.
– Working knowledge of cloud-based technologies such as Office 365, VMWare, Hyper V, Azure, AWS are a plus.
– Proficient with all Windows-based operating systems, Active Directory, printers, end-user-based products.
– Basic network troubleshooting skills such as DHCP, DNS, etc.
– Experience with PC imaging products and large-scale PC deployments.