Sr Technician, IT Support

| Austin, TX
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Partner with other Team Members to assure that all objectives and goals of the department and regions as communicated by the Technical Services Team Leader and IT coordinator.

A Service Desk Technician must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. Performs installation, repair, and preventative maintenance of personal computers (PC) and related systems. Troubleshoots and resolves software and hardware failures. Identifies network problems when they relate to personal (desktop or laptop) computers. Provides technical support, training, process creation and leading various project efforts, and is an exceptional local leader and mentor to junior Technicians. 

 

They must possess an excellent technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. Additionally, they must possess strong analytical skills with demonstrated problem solving ability. Previous experience exercising initiative, judgment, and diplomacy required. Proven ability to operate in fast-paced situations, successfully handle multiple priorities, and possess a high level of discipline while remaining flexible. They must possess excellent people skills dealing with all levels of a team environment.They must have a drive to constantly improve and have a desire for individual accountability and ownership. 

 

 

Responsibilities: 

Gains familiarity with and assists Team Members in resolving hardware and software issues by fielding telephone calls, email, or in person appointments.Troubleshooting and diagnosing a wide range of issues in the hardware, software, virtual/cloud, and infrastructure space. 

 

  • Provides level 1 technical support to team members through both incoming phone calls and portal submitted tickets 

  • Demonstrate best practices of providing end user support 

  • Takes part in an after-hours on call rotation/support phone calls and incidents as scheduled 

  • Identifying, documenting, and presenting process gaps, both technical and procedural. 

  • Ability to deliver highly technical/functional end user and infrastructure support. 

  • Demonstrate a high level of independent judgment.  

  • Broad technical knowledge, training and understanding combined with creative and independent thinking and conceptual ability to relate work performed within broader technical and business context.  

  • Ability to integrate knowledge, experience, and solutions across disciplines.  

  • Performs complex assignments requiring a wider application of principles, theories, and concepts.  

  • Expected to influence without direct control.  

 

Skills 

  • Conflict management  

  • Excellent knowledge of personal computer hardware setup and routine software installation 

  • Excellent foundation and understanding of the following areas of Windows and Mac Operating Systems including: 

  • Troubleshooting capability for IT hardware and peripherals in an enterprise environment 

  • Solid understanding of file structure, terminologies, and basic terminal knowledge 

  • Superior customer service skills both remotely and in person. 

  • Knowledge of the Amazon Web Services (AWS) environment 

  • Superior understanding of collaboration products such as Office 365. 

  • Ability to create and understand technical knowledge articles 

  • Someone who is always looking to improve and advance themselves and their team both technically and professionally 

  • Take on challenging tasks or tough questions with a mindset of win-win partnerships  

  • Ability to multi-task and quickly adapt in a fast-paced environment 

  • Develops and maintains cross functional relationships with other support teams  

 

Requirements 

 

  • High school diploma  

  • 2 to 3 yrs. experience using and supporting: 

  • MS Active Directory (AD) 

  • A+ Certification Preferred  

  • AWS Cloud Practitioner Preferred 

  • Microsoft Windows OS and the file structure 

  • Good knowledge Mac OS and the file structure 

  • Amazon Web Services (AWS)knowledge and experience 

  • Advanced troubleshooting skills in a multi-user environment 

  • Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications 

  • Proven skills in PC repair, troubleshooting, deployment, and liquidation 

  • Willingness to work flexible shifts and scheduling including nights, weekends, holidays, and on-call 

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

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