Location: Austin, TX
Company: Fathom Management
to troubleshoot Tier 1 and 2 calls within the Help Desk team. The Senior Help Desk Specialist must have experience supporting end users to resolve a range of technical issues with content management systems. The candidate will operate under the supervision of the Program Manager and be professional with extreme attention to detail and patience.
Experience with Microsoft Office Applications, and experience working in an office setting are critical skills as well as the ability to train end users on frequently asked technical issues. A candidate that has a knack for learning new technologies and keeping up with new advancements, as well as possessing time management skills to balance multiple
project assignments is desired. Veterans are encouraged to apply. Responsibilities Maintain a wide range of hardware and network technology devices Resolve complex CMS issues in a high volume, fast paced Drupal environment.
Contribute to maintaining a 99.999% operational system availability Analyze and report on daily server event logs and provide corrective action as required. Troubleshoot basic CMS IT services, desktop systems and peripheral devices as needed. Use of ticketing system to manage workload and end-user assistance. Qualifications BS Degree with 3 years' experience, or High school and 8 years' experience Experience providing IT support to multiple work sites Fluent understanding
of the entire Microsoft Server ecosystem of applications- primarily Microsoft Windows Server technologies (including Hyper-V) Experience creating and deploying Drupal changes desired.
Excellent customer service, communication and organizational skills are required. Demonstrable troubleshooting and problem resolution skills for content management systems Ability to work independently with minimal direction providing technical and non-technical support to multiple users. Ability to work overtime required on occasion Ability to obtain a Public Trust clearance. Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.
EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, interaction, age, marital status, interactionual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state or local law.
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