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Desktop Support Engineer

IT | Austin, TX | Full Time

Job Description

DESKTOP SUPPORT ENGINEER

About FATHOM (Global Water Management, LLC)

FATHOM is a Phoenix, AZ company providing a cloud-based, geospatial platform that encompasses the needs of a water utility from an end-to-end, completely organic perspective. The FATHOM platform is deployable at any scale in a matter of months and can be implemented in several different configurations, from a software-as-a-service (“SaaS”) offering to a fully outsourced billing and customer care service.

Originally part of Global Water Resources, Inc. (GWRI), a leading water resource management company that owns and operates water, wastewater and recycled water utilities, FATHOM was developed in-house to provide the features and functionality required to run the GWRI utilities efficiently and effectively. Now as its own independent software company, FATHOM continues to provide Customer Information System (CIS), Asset Management System (AMS), and Advanced Metering Infrastructure (AMI) services for utilities, including GWRI, Nationwide.

With in-depth utility knowledge and experience in our DNA, FATHOM has created and is riding the wave to smarter, more efficient water utilities. The water utility industry needs increasing standardization and economies of scale to become more efficient. The FATHOM vision is to provide that to utilities through our platform of data elements and to facilitate a place for the latest technology to flourish and allows utilities of all sizes to benefit from them. By bringing standardization to a fragmented market the industry collectively becomes more efficient and sustainable and takes advantage of the opportunities that pristine data provides. We believe there is strength in numbers.

Job Summary:

FATHOM is looking for a Desktop Support Engineer who is passionate about our end users and their positive experience. The Desktop Support Engineer will be responsible for supporting all end users in a heterogeneous and geographically disperse environment as well as, seeking improvements to update and automate the end user experience. You will be based out of our Austin, TX office but will be  frequently be working with and supporting our Phoenix, AZ office, our Alpharetta, GA office and our remote workforce.

Primary Duties:

Closely monitoring Service Desk ticket queues

Support agents in a fully functioning call center

Updating Service Desk knowledge base to aid in self-services

New user on boarding Image, configure and deploy laptops and desktops (Mac and Windows).

Automating deployment processes

Automating on-boarding processes

Automating everything! Maintain inventories

Provide remote support to branch offices and remote users Maintain and support existing software and hardware systems

Setup and support video conferencing

Support end user security with automated patching and malware detection Individual must be extremely energetic, positive and have a strong focus on customer service and education

Minimum Qualifications:

Excellent communication, prioritization, and analytical skills Ability to learn quickly and think on your feet

Ability to handle multiple tasks

Driven, creative, and able to work autonomously

Proven ability using imaging technologies

Experience with Windows platforms E

Experience with Microsoft Office 365

Experience with Apple platforms

Experience in an office environment including hands on experience with the ability to diagnose software and PC/Network hardware problems

Must be familiar with 24x7x365 operations and be willing to provide after hours support when necessary

Virtualization knowledge/experience is a plus

Ability to lift heavy to moderately heavy objects such as computers and peripherals

Education and Experience:

HS Diploma or equivalent required

Preferable certifications: A+, MCSA, MCTS, MCDST, CCNA

Preferred at least two plus (3+) years experience in a Desktop Support role

Knowledge of Ticketing systems\Service Desk experience a plus

Microsoft AND Apple experience preferred

Experience with 24x7x365 operations and on call support

Clear evidence and demonstration of experience and knowledge of the above mentioned skills

Technical Certifications preferred

Able to pass a background check

We’re Looking for Mavericks!

FATHOM is a positive disruptive force for the water industry. Our motto is “Rules are made to be broken.” That’s why FATHOM looks for those Mavericks who find delight in challenging the status quo and turning it upside down on a daily basis. It takes a courageous individual to feel comfortable in such a liberating environment, with strong attributes like hardworking, innovative, collaborative, proactive, eating pressure for breakfast (and liking it), and playing as hard as you work. Bring these strengths to work and FATHOM has a place for you.

 

Equal Opportunity Employer         

FLSA: Exempt