Technology Support Specialist

Austin, TX

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

YETI is looking for Technology Support Specialist to provide virtual and some on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the “face of IT” for the customer and offer a personalized experience to the end-users. They can build upon a positive culture and are well versed and educated advocates of improving the end-user’s IT support experience. This role will continuously document and improve on current operational processes while providing operational support.

Position Type (See Workplace Approach Below): Onsite

Responsibilities:

End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile apps
Respond to end-user product related questions for all supported hardware, software and applications
Understand and maintain/outperform service levels established
Provide Level I and II support via phone, email and potentially on-site at client locations to support service needs as required
Maintain various messaging systems and client platforms (Email, Slack)
Manage user accounts, permissions, email, anti-virus and anti-spam
Efficiently diagnose, troubleshoot and resolve technical issues at desktop level
Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality
Modify configurations, utilities, software default settings, etc. for the local workstation
Administer and manage new user account creation
Administer and manage Active Directory database making sure to keep it updated at all times

Qualifications and Attributes:

At least 2 years’ experience in a customer facing deskside support/end user computing role
Bachelor’s Degree in computer science, MIS or relevant field is required
Must have excellent communication skills, positive attitude and be engaging with end-users
Experience with MAC, Microsoft® OS and Microsoft Office® applications
Experience with problem solving in a support-oriented environment
Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
Exceptional soft skills and troubleshooting skills
Team player, good communicator, self-directed work style
The ability to communicate politely, clearly and effectively with internal customers at a high level such as senior management on matters of a technical and/or complex nature
Desire to contribute to a fast paced, growth-oriented company
Strong attention to detail and the ability to determine the root cause of the problem
Excellent organizational & interpersonal skills with attention to detail
Position based in Austin, TX and will work onsite 4 days a week at HQ

US Workplace Approach:

Onsite: Role requires you to be onsite full-time.
Hybrid: Role requires you to be located in Austin, Texas and is a mixture of onsite and remote.
Remote: Role is full-time remote.

Approach may vary based on role.

YETI is proud to be an Equal Opportunity Employer.

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