IT Support Specialist - Vista Equity Partners : Job Details

Job Summary

Vista Equity Partners is a dynamic and innovative Private Equity company, dedicated to empowering enterprise software companies in advancing our world. We are committed to leveraging cutting-edge technology, data science, and AI to drive our business forward.

Vista Equity Partners is seeking an IT Support Specialist to provide Tier 2 and Tier 3 level support to firm end users, including but not limited to providing support for break/fix issues, enterprise application installations and troubleshooting for all in office and remote users. This role will also be involved in product implementation, management and oversight of the client PC imaging and client software deployment processes. Ideal candidates will have deep technical knowledge, effective communication skills and a strong customer orientation to provide the frictionless, white glove service that is consistent with Vista's high standards of service excellence.

This position is based in Austin, TX and is for an immediate start.

Responsibilities

* Provides exceptional end user experience inclusive of excellent communications, responsive follow through, and advocacy for end user issues with IT.

* Serves as the first point of contact for end users seeking technical assistance in person, over the phone, email or through Vista's ITSM platform.

* Performs both in person and remote troubleshooting through diagnostic techniques and pertinent questions.

* Provides Tier 2 and Tier 3 Support and escalate issues to appropriate teams when appropriate.

* Management and execution of critical processes such as employee onboarding and offboarding. This includes provisioning and deprovisioning of software licenses, account and access as well as building machines and coordinating equipment delivery.

* Supports IT assets and inventory management for both hardware and software.

* Identify and suggest improvements to processes and help develop and maintain process documentation and Knowledge Management artifacts.

* Work with IT team on projects as assigned and successfully provide expected deliverables

* Contribute to documenting IT processes and ensure KB articles are well understood and stored in a specific location

* Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting

* Assist in managing local vendor relationships

* Coordinate office maintenance and repairs with vendors as needed including printers, computing equipment, video conferencing, etc.

* Evaluate existing systems and recommend technology solutions for upgrade and replacement as required

Qualifications

* Working knowledge of

* Operating Systems - Microsoft Windows, MacOS and iOS

* Microsoft technology stack including Active Directory, M365, Azure and other products.

* Desktop/laptop imaging methodologies (Intune, SCCM, Altiris, etc.)

* Software packaging methodologies and automated software installation (Intune, SCCM, PDQ, etc.)

* Remote access tools

* A/V Conference technology (Zoom)

* Building Access Management Technology

* Communications technology (Cisco telephony)

* Microsoft Active Directory and Group Policy

* ITSM Platforms (ServiceNow)

* MDM platforms such as JamF, InTune

* IT Project experience as a major contributor a plus

* Extensive knowledge of

* Microsoft Windows operating system

* Microsoft Office 365 and related services

* Fundamental awareness of

* Scripting languages (VBS, PowerShell, Python, WinBatch, etc.)

* Networking fundamentals (TCP/IP, DNS, DHCP)

* Enterprise SaaS platforms such as Salesforce, Workday, ServiceNow

* Exchange Distribution Lists

* Bachelor's degree in Computer Science and/or 3-5 years equivalent work experience

* CompTIA A+, Network+, ITIL Foundations (Preferred)

* Ability to provide white glove service in a professional manner

* Must possess personal tact, discretion, and good judgement. Excellent interpersonal, written, and verbal communication skills.

* Skills in problem solving; including the ability to identify and appropriately evaluate a course of action