Desktop Support
Rapid7 - Austin, TX

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Rapid7 is one of the fastest growing software companies in the U.S., growing by over 2,000% in the past five years. We’re not only looking for the best and the brightest, but the most innovative and passionate people to join our team.

Rapid7 is the leading provider of unified vulnerability management and penetration testing solutions. Rapid7’s NeXpose and Metasploit products help organizations to improve their security posture by providing actionable insights into the real threats from vulnerabilities across their entire IT infrastructure. With more than 1,700 enterprises and government agencies, Rapid7 delivers actionable intelligence about an organization's entire IT environment. Rapid7 offers the only integrated threat management solution that enables organizations to implement and maintain best practices and optimize their network security, web application security, database security, and penetration testing strategies.

Rapid7 has been recognized with numerous industry accolades including Boston Globe’s Best Places to Work, Red Herring 100 Award, Inc. 500, Deloitte's Fast 500, Info Security Products Guide Tomorrow’s Technology Today Award, Network Products Guide Best Products and Services Award, Info Security Products Guide Global Product Excellence Customer Trust Award, and an SC Magazine Award Winner.

Job Overview:
The Desktop Support’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Job Responsibilities:
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.

Job Qualifications:
College diploma or university degree in the field of computer science and/or 3+ years equivalent work experience.
Certifications in A+, MCSE, MCTS, Windows 7, Office 2007/2010, Active Directory (user provisioning)

Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Knowledge & Experience
Knowledge of basic computer hardware, including replacing keyboard, testing memory, replacing laptop parts
Asset Management
Experience with desktop operating systems, including Windows 7, Windows XP and MAC would be an add-on.
Extensive application support experience with Office 2007/2010, Outlook, VPN, remote access
Working knowledge of a range of diagnostic utilities, including but not limited to, troubleshooting BSOD errors, registry modifications
Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.

Personal Attributes
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment

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Rapid7 is the leading provider of security risk intelligence solutions. Rapid7's integrated vulnerability management and penetration testing...