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Job Title Service Desk Specialist
Location Austin, TX
Department Corporate / Administrative & Support
FLSA Status Non-Exempt
Shifts hiring Full-time


Job Opening – Service Desk Specialist – Austin, TX 

The Information Systems department at Acadian Companies has a full-time opening for a Service Desk Specialist in Austin, TX. The help desk specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the specialist ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

DUTIES AND RESPONSIBILITIES: 

  1. Develop service strategy to mitigate software, hardware, and networking issues
  2. Troubleshoot and resolve IT issues via phone, web, and in-person channels
  3. Take ownership of day-to-day tasks and ensure all incidents are resolved against SLAs
  4. Report on the health of the help desk and support using uptime and ticket-related performance metrics
  5. Partner with IT and business personnel to discuss the impact of incidents on products and services
  6. Track and report all open and closed incidents to leadership teams
  7. Develop business support standards, processes and procedures, and guidelines for incident management
  8. Evaluate trade-offs between issues using value, impact, and risk criteria
  9. Proactively learn and train other staff members on new product and service technologies
  10. Champion internal channels to proactively offer advice and help to peers on solving complex issues
  11. Travel to company locations as needed.  (some overnight travel required) 
  12. Maintain knowledge base by creating new articles and updating existing articles

QUALIFICATIONS:

  1. Minimum of an associate’s degree in computer systems or equivalent work experience as a computer support specialist 
  2. Advanced knowledge of company supported applications. Ability to learn and support new applications.  
  3. CompTIA ITF+ certification required within 6 months of employment.
  4. CompTIA A+ certification required within 12 months of employment.

EOE/AA

Interested individuals should apply online at www.acadian.com


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