Service Desk Technician

What You’ll Do

• Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Escalates any issues that he/she is unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to senior team members.
• Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior team members with projects and tickets as assigned.
• Take an analytical approach to troubleshooting hardware, software, and network issue 
• Manages imaging and configuring computers with training. 
• Ability to work with a degree of independence within provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from senior team members.
• Provide continuous communication to the team of problems and issues to ensure the quality user experience.
• Other assigned duties as needed, to include assistance in the case of high priority incidents.)

Qualifications

• A high school diploma/GED equivalent 
• 3+ years Customer Service experience, preferably with 1+ year training experience.

The Perks of Working With Us

• Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and find your home at Arrive through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
• Park your car for free on site!
• Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
• Sweat it out with the team at our onsite gym.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
• Receive 100% paid parental leave when you become a new parent.
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance! If you are not local to the area, we offer relocation packages.