Associate Technology Support Analyst - Westlake

Technology Support Specialist

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte Technology US (DT - US). We are curious and life-long learners focused on technology and innovation.

Work you'll do

As a member of the Customer Experience Organization (CXO), you will be responsible for maintaining end-user relationships at all levels of the organization. You will provide technical support to Deloitte's mobile workforce locally, at client engagement sites, or other locations as required.

This role will allow you to demonstrate your extraordinary customer service and technical support skills to solve problems with laptops, printers, software, and mobile devices. You also could showcase your presentation skills through the delivery of training related programs to the user community.

This is an in-office role which works 100% onsite (Sunday through Thursday: 10:00AM to 7:00PM) at our Westlake, TX Deloitte location.

Responsibilities:

• Perform hardware and software configuration, maintenance, upgrades and troubleshooting of laptops, mobile devices, and printers.
• Engage with vendors to coordinate hardware repairs for laptops, mobile devices, and printers.
• Maintain accurate inventory of all IT assets.
• Provide one-on-one and group training for peers and customers, including onboarding of new hires.
• Participate in after-hours support program on rotating basis.
• Occasional call center phone support may be required.

The team

Deloitte Technology US (DT - US) helps power Deloitte's success, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~3,000 professionals in DT - US deliver services including:

• Cyber Security
• Technology Support
• Technology & Infrastructure
• Applications
• Relationship Management
• Strategy & Communications
• Project Management
• Financials

Customer Experience

The Customer Experience (CXO) team is DT – US first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, CXO provides hands-on support to Deloitte employees.

Required Qualifications:

• Associate degree or 1 year of professional experience providing demonstrated technical support of computer hardware/software, including laptops, printers, and smartphone technologies, MS Windows and MAC OS, MSOffice 365 products or other cloud-based technologies.
• Onsite at Westlake, TX Deloitte office with ability to work overtime, including nights and weekends as needed (e.g. Sunday through Thursday: 10:00AM to 7:00PM, provide after-hours support on a rotational basis with occasional travel required to offices in local geography).
• Ability to lift to 50 pounds.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to travel up to 10%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred Qualifications:

• Prior experience providing technology support in a large, enterprise organization.
• Stakeholder Management: Ability to work on projects with cross-functional, technical, and non-technical stakeholders and audiences.
• Understanding of technology and infrastructure including networking concepts, unified communications, hardware components and cybersecurity.
• Understanding of IT principles and governance frameworks (e.g. ITIL foundation concepts).
• Knowledge of Linux Ubuntu Desktop operating systems including file permissions, file systems management, account management, performance monitoring and command line interface.
• General knowledge of scripting languages and platforms (C#, PowerShell, .NET etc.).
• Knowledge of ServiceNow incident tracking system.
• Dell, HP & Mac Laptop repair certifications.
• A+, MCSE, Windows 10, ITIL, ACMT certifications.
• Experience supporting Audio/Video conferencing equipment and telephony equipment (Polycom, Skype for Business).

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $49,400 to $101,500.