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Desktop Systems Associate
Ref No.: 18-05994
Location: Austin, Texas
Position Type:Full Time
Start Date: 08/15/2018
Your Responsibilities
• Being the local IT point of contact for the business
• Collecting feedback from customers and acting as a translator between IT and the business and understanding how Informatica's business works
• Acting as a technical consultant for the business, solving technical problems that add business value
• Initial setup of IT services as part of the new hire process (incl. delivering IT induction)
• Ongoing configuration and maintenance of IT supported hardware and software standards
• Software and hardware installation, setup and configuration (e.g. system imaging)
• Software and hardware fault analysis, troubleshooting and fault resolution
• Occasionally conducting training programs such as brown-bag sessions designed to educate Informatica's internal users about getting the most from their applications
• Ad hoc setup and configuration of desk telephone equipment and softphones
• Provide second level application support for various productivity applications and tools
• IT support of regional office moves, expansions and acquisitions
• IT support as part of project roll-outs and migrations
• Providing executive support and specialist event management support
• Providing emergency support for regional sites
• Representing regional customer needs when working with other IT teams
• Ensuring that IT services meet and at times exceeds customer expectations
• Ensuring consistent delivery of quality solutions that meet operational deadlines
• Working closely with the global desktop, networking and operations teams to ensure the smooth delivery of IT solutions into the region
• Regional testing of software patches, updates and new software packages
• Collecting, tracking and documenting information as part of the inventory of IT assets
• VIP Support including laptop health checks for C Level executives
• Creating and maintaining technical and KB documentation and procedures
• Tracking all support and change requests through the ServiceNow application
• Local network cabling as part of infrastructure management
• Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations
Your Qualifications
• Minimum of 2 years of experience in a desktop support role in IT
• Industry recognized engineering, computer science or IT Bachelor level degree
• Must have very good knowledge of computer hardware and software in general
• Proven track record supporting MS Windows operating systems (particularly Windows 7 and 10), Active Directory and MS Office (including MS Outlook)
• Must be flexible in terms of availability and ability to travel to other regional offices (around 25% of time).
• Must have good written and verbal English skills
• Linux and/or Apple Mac Experience
• Familiarity with phone systems such as Cisco VoIP desk phones
• Experience working on projects
• Experience in a Customer Support call center environment
• Experience using a helpdesk or IT issue and problems tracking system such as ServiceNow
• Experience setting up and configuring Lenovo laptops and desktops
• Experience setting up new offices from the ground up (including cabling and other IT services)
• Has worked in a large multi-national environments that span the globe
• A good understanding of "Quality” as it relates to Customer satisfaction