IT Technical Support Specialist IV

Centene Management Company•Austin, TX

1d•Onsite

About The Position

Provides lead level support on on-site and remote technical support to end users and site IT infrastructure (including network, print, audio/video and office setup) by troubleshooting hardware and software problems. Provides expertise in analyzing events and applies expert technical knowledge following established procedures and standards to resolve immediate end user needs. Installs software, updates, and upgrades on the computers and workstations on the network. This position is based onsite five days per week at the South Austin, Texas office. Leads the process for hardware delivery and setup; customize systems for unique end user needs Oversees the analysis, testing, and debugging of computer systems Provide second level support for laptop/desktop break-fix assistance and remote desktop support Supports operating systems, applications, security services, and hardware issue resolution for users (Android OS, iOS, Mac OS, Windows OS) Resolves technical issues with Local Area Networks (LAN) and Wide Area Networks (WAN) Meets and reviews with IT Infrastructure teams to setups and maintain existing infrastructure environments and assist with local changes Determines the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction Performs data transfer and manages imaging operations Reports to users and management on status, resource needs, and projected outcomes of service tickets Provides end user training and education Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a High School diploma or GED
Requires 4+ years of related experience.
May require vocational or technical education in addition to prior work experience.
Vocation or technical education may include additional on-the-job training or continuous learning education
Technical knowledge of laptop PCs, virtual workstations, Windows OS, Apple iOS and Networking
Understanding of Active Directory, Networking, Voice, WiFi and IT infrastructure; able to coordinate with vendor or internal IT team to troubleshoot issues related to network and voice
Demonstrated customer service skills
Demonstrated interpersonal/verbal communication skills

Nice To Haves

Experience with ServiceNow or equivalent ticketing tool

Responsibilities

Provides lead level support on on-site and remote technical support to end users and site IT infrastructure (including network, print, audio/video and office setup) by troubleshooting hardware and software problems.
Provides expertise in analyzing events and applies expert technical knowledge following established procedures and standards to resolve immediate end user needs.
Installs software, updates, and upgrades on the computers and workstations on the network.
Leads the process for hardware delivery and setup; customize systems for unique end user needs
Oversees the analysis, testing, and debugging of computer systems
Provide second level support for laptop/desktop break-fix assistance and remote desktop support
Supports operating systems, applications, security services, and hardware issue resolution for users (Android OS, iOS, Mac OS, Windows OS)
Resolves technical issues with Local Area Networks (LAN) and Wide Area Networks (WAN)
Meets and reviews with IT Infrastructure teams to setups and maintain existing infrastructure environments and assist with local changes
Determines the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
Performs data transfer and manages imaging operations
Reports to users and management on status, resource needs, and projected outcomes of service tickets
Provides end user training and education
Performs other duties as assigned
Complies with all policies and standards