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Senior Deskside Support Technician

Company: News Corp
Location: Austin
Posted on: November 22, 2021

Job Description:

About News Corp:News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia and pay-TV distribution in Australia.Sr. Deskside Support TechnicianOverview:NewsTech is looking for a Sr. Deskside Support Technician to provide internal facing technical support for our employees. The ideal candidate will need to have a passion for technology, and the desire to help people in a fast paced environment to find solutions. The individual in this role has a wide scope of responsibilities including PC, Mac, SCCM, Active Directory, Office 365, modern collaboration tools and more. You will provide assistance with complex technical issues, questions, and requests submitted via the enterprise ticketing system (ServiceNow). Sr. Deskside Support Technicians are responsible for coordinating appropriate interactions to address every request to resolution.Location: Austin, TXWhat you'll do:

Problem solving with a strong attention to detail while providing top-notch service to both onsite and remote users.
Resolves 2nd and 3rd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
Responsible for the end to end lifecycle of IT assets. Image, deploy, maintain and retire all hardware including desktops, laptops, monitors, etc.
Monitor team ticket queues, ensure SLOs are met and identify training opportunities. Report on team performance metrics and suggest improvements
Installation, configuration and troubleshooting of various applications
Modern collaboration setup and support (Zoom, Microsoft Teams, Google Hangouts)
Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
Maintain a detailed real-time asset inventory in ServiceNow
Create and maintain documentation about common problems / fixes for computer systems and application
Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and handheld devices
Provides support for software with emphasis on Microsoft Windows, macOS, Office 365 products, Google Workplace, Adobe creative suites, and other in-house developed applications

What you'll need:

Bachelor's degree in Information Management, Computer Sciences or Computer Engineering or equivalent work experience.
3-6 years of experience in a similar role
Familiarity with ServiceNow or other Enterprise ticketing tools
Excellent oral and written communication skills
Customer service oriented, team player, good listener
Ability to lift 30 lbs., and agility to work under desks at times


Keywords: News Corp, Austin , Senior Deskside Support Technician, Professions , Austin, Texas

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