Desktop Support II

About Kapsch

Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.

To learn more about our solutions and innovations, visit our website here. The Desktop Support II Analyst will be responsible for delivering seamless technical support to end users by diagnosing and resolving hardware and software issues. This includes installing, configuring, and maintaining desktop systems, while ensuring compliance with security standards and providing user training and guidance.

The Desktop Support II Analyst will also collaborate with other IT teams, manage IT asset inventory, and stay current with emerging technologies and industry trends, ultimately contributing to the effectiveness of IT operations, project success, and overall user satisfaction. How You'll Make an Impact Diagnose and resolve hardware and software issues related to desktops, laptops, and peripherals in a timely and efficient manner.

Install, configure, and update desktop operating systems, applications, and drivers to ensure optimal performance and security. Provide front-line support to end-users, addressing inquiries and incidents through various channels, including in-person, phone, email, and remote assistance. Conduct routine maintenance, upgrades, and repairs on desktop hardware components, ensuring all equipment meets performance standards.

Assist users with software-related problems, offering guidance on application usage, troubleshooting errors, and providing solutions to enhance productivity. Implement and enforce security protocols, including antivirus software, and system updates, to safeguard desktop environments against potential threats.

Maintain project compliance by completing reoccurring PCI and SOC audit tasks Review weekly anit-virus compliance reports and remediate any issues Maintain accurate records of support activities, including issue resolution steps, system configurations, and user instructions, to facilitate knowledge sharing and future reference.

Work closely with other IT teams and project personnel to escalate complex issues, participate in cross-functional projects, and contribute to the development of efficient IT processes. Conduct training sessions for end-users on basic system functionalities, security best practices, and proper use of desktop equipment to enhance overall user proficiency.

Keep track of desktop hardware and software inventory, ensuring adequate stock levels and timely replacements to minimize downtime. Utilize remote support tools to assist users in geographically dispersed locations, troubleshooting issues and providing solutions without physical presence.

Stay informed about emerging technologies, industry trends, and best practices in desktop support, and proactively recommend improvements to enhance overall IT infrastructure and user experience. Perform other job duties as required. What Makes You a Great Fit Technical education and/or equivalent professional experience in Information Technology or a related field.

Proven ability to troubleshoot and resolve basic to advanced hardware, software, and operating system issues. Experience supporting and maintaining Dell and/or HP laptop environments. Strong customer service and stakeholder management skills, with the ability to build effective working relationships with end users. Experience with the installation, configuration, maintenance, and support of desktop hardware and software.

Knowledge of desktop operating systems, system hardware, software deployment, and antivirus patching solutions, including tools such as McAfee, Microsoft Defender, or similar products. Understanding of PCI and SOC compliance standards and their application within IT environments. Advanced experience supporting Windows operating systems and working knowledge of Linux environments.

Experience with Trellix/McAfee or other endpoint protection and antivirus solutions. Knowledge of ITIL processes, methodologies, and IT service management best practices. Experience providing remote technical support using remote access and support tools. Ability to set up, maintain, and support on-premises training and laboratory environments. Ability to maintain accurate hardware and software asset inventory records.

Experience supporting on-site IT requirements for projects, including deployments, upgrades, troubleshooting, and operational support activities. Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.