IT Technical Support Specialist

What we need

TCDRS continues to modernize our Infrastructure Services team and develop technical support strategies to better support our hybrid workforce. The Technical Support Specialist is responsible for providing technical assistance and support for our users.  This role involves troubleshooting technical issues, guiding users through problem resolution and ensuring a high level of customer satisfaction. This is a hybrid role working two days remotely and three days in-office. The ideal candidate will have strong problem-solving skills, excellent communication abilities and a passion for helping others.

What you’ll do

• Customer Support: Respond to user inquiries via phone, email, chat or other communication channels in a professional and timely manner.

• Issue Resolution: Diagnose and resolve technical issues related to virtual and physical desktops.

• Documentation: Maintain detailed records of support interactions, including problems reported and solutions provided in IT service desk solution.

• Escalation: Identify and escalate complex issues to higher-level technical teams or management as needed.

• Product Knowledge: Stay up to date with product features, updates and industry trends to provide accurate support.

• Customer Training: Assist with training users on the use of products or services to enhance their experience.

• Feedback: Gather user feedback and provide insights to improve products, services and support processes.

What you should have

• Education: University/college or technical degree within a related discipline or equivalent work experience, relevant certifications may be considered.

• Experience: Previous experience in technical support or customer service role.

• Technical Skills: Proficiency in troubleshooting and resolving technical issues; familiarity with Windows OS, desktop imaging, mobile devices, basic networking knowledge and hardware troubleshooting required. Experience with Citrix VDI is a plus.

• Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.

• Problem-Solving: Excellent analytical and problem-solving abilities.

• Customer-Focused: Demonstrated commitment to providing exceptional customer service.

• Organization: Highly organized and able to balance project work and customer support in a demanding environment.

• Team Player: Ability to work collaboratively with other team members and departments.

What you’ll get

TCDRS offers a competitive salary and excellent benefits with a dynamic and rewarding work environment in Austin, Texas, overlooking Zilker Park. Our work model includes a hybrid of in-person and virtual.