IT Support Specialist- Austin

About the Company:

Robert Madden Industries, LTD. is a heating and air conditioning wholesale distributor offering Carrier, Bryant, Payne, Day & Night equipment alongside a generous line of parts and supplies. After 43 years in business, the company has 21 locations across Texas. The company is uniquely situated in the market because we are large enough to serve many locations in Texas while retaining the family-owned feel that started in 1979.

About the Position:

Our IT department is seeking an IT Support Specialist to join our team and provide technical support to our employees across multiple locations. The ideal candidate will provide timely and effective technical support for hardware and software issues and assist with cabling, equipment installation, and repairs on-site as needed. In addition, this position will involve cross-training opportunities within the IT department.

• Respond to user requests for technical assistance and provide timely and effective technical support.
• Troubleshoot hardware and software issues, including printers, scanners, laptops, desktops, and mobile devices.
• Assist with equipment installation and repairs, including cabling, networking, and server installations.
• Escalate complex issues to the appropriate IT department member.
• Participate in cross-training opportunities within the IT department to build knowledge and expertise.
• Maintain accurate records of user requests and resolutions.
• Provide exceptional customer service to all employees.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Qualifications, Attributes, Education, and Experience:

• Associate degree in computer science or related field or equivalent experience.
• 2+ years of experience in technical support or similar role.
• Experience with equipment installation, cabling, and networking.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills and the ability to explain technical issues to non-technical users.
• Ability to work independently and as part of a team.
• Customer service oriented with a positive attitude.

Computer Skills:

• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and remote access tools.