Help Desk Support

National Western Life - Austin, TX (30+ days ago)4.0


In this role, you will provide maintenance of the computer VDI & Desktop environment by analyzing requirements, resolving problems, installing software solutions, and supporting the internal IT Helpdesk. You will be responsible for internal support of the Company?s VDI & Desktop environment, printers, and related equipment. Tasks include end user support, Inventory, license tracking, and performing PC maintenance, upgrades and configurations.

Essential Duties & Responsibilities

Provide helpdesk support and resolve problems to the end user?s satisfaction

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Monitor Helpdesk for tickets assigned to the unit and process first-in first-out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstation

Utilize and maintain the helpdesk tracking software

Document internal procedures

Assist with onboarding of new users

Ensure each workstation has a computer, monitor, keyboard, mouse and any additional specialized equipment

Install, test and configure new workstations, peripheral equipment and software

Maintain inventory of all equipment, software and software licenses

Report issues to the Helpdesk for escalation

Manage PC setup and deployment for new employees using standard hardware, images and software

Assign users and computers to proper groups in Active Directory, create approved Wi-Fi access

Workstation hardware and software upgrades as required

Performs other duties as assigned under supervision This position requires solid system administration experience. Including maintenance, troubleshooting, security administration functions, creating customer profiles and accounts, performing or assisting in troubleshooting and diagnosing production problems, maintain network application security and anti-virus. Solid knowledge and 3 – 5 years experience in working with Microsoft Server and Microsoft Exchange is required. Experience with Microsoft SQL Server, IIS, and VMware View is helpful.
This is a customer oriented position requiring excellent customer service and communication skills.