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Headquartered in Austin, Texas, Professional Contract Services, Inc. is a non-profit corporation, with over $120 million in annual revenue. PCSI employs and manages teams of workers to fulfill support services contracts with a single mission: to create employment opportunities for people with every type of disability. We recruit, hire and train people with physical and intellectual disabilities, while giving priority to U.S. veterans. PCSI operates approximately 40 contracts on a nationwide basis with over 1,400 employees. Learn more at https://www.pcsi.org.
PCSI IT Department is seeking an experienced and qualified Help Desk Support Technician. As a Help Desk Support Technician, you will be a member of a small IT help desk team responsible for supporting, empowering, and educating 400 internal users. Tasks include, but are not limited to, troubleshooting computer problems, fulfilling IT purchase requests, creating and managing user accounts, educating and assisting end users, and IT projects as assigned. This position is based in Austin, Texas, and reports to the Enterprise Infrastructure Architect.
Due to the current COVID-19 crisis, our corporate headquarters has reduced daily staffing to no more than 25% and requires all employees who do report to the office to maintain social distancing and wear appropriate PPE. Face masks are currently REQUIRED. As a result, this position is primarily remote, reporting to the office "as necessary" which has been 2 - 4 times per month.
Summary:
Helpdesk support for end user system implementations, problem troubleshooting, repair/fix, and ongoing support process improvements.
Responsible for configuring, deploying, and patching user workstations in a Windows environment.
Manage Microsoft 365 cloud-based services including user accounts, Exchange Online, SharePoint Online, Skype for Business, Microsoft Teams, and Intune.
Maintain IT asset and inventory records.
Provide end user support using a variety of methods including, in-person, phone, email, instant messaging, and remote support tools.
Respond to incidents and requests through the IT service desk.
Create, maintain, and influence IT standard operating procedures and policies.
Provide computer orientation to new staff.
Work with vendors to order products and resolve complex technical problems.
All other duties as assigned.
Experience:
Advanced proficiency in Windows operating systems and Microsoft Office applications required.
Intermediate proficiency in Microsoft 365 environment including user management, Exchange Online, SharePoint Online, Skype for Business / Teams, and Intune desired.
Basic proficiency in Windows Server operating systems and services including Active Directory, DNS, and DHCP required.
Basic proficiency in TCP/IP networking required.
Experience with remote support solutions (Bomgar, GoToMeeting, VNC, TeamViewer, etc.)
Experience using a service desk solution (Freshservice, ServiceNow, Jira, Zendesk, Sysaid, etc.)
Two years of IT experience is preferred.
Bachelor’s degree in Business Information Systems, Computer Science or a related field is desired.
Ability to pass criminal and financial background checks.
Ability to travel by air up to 5%.
Possess a valid driver’s license and maintain a clean driving record.
Compensation:
PCSI offers a competitive hourly rate, commensurate with experience. Benefits include Employer-Paid health insurance, 401k matching and flexible PTO.
