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Desktop Support Specialist, Hosting at Epicor | Software Careers


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Apply now Job ID 19000413 Date posted Mar. 13, 2019 Austin, Texas Information Services

Job Title: Desktop Support Specialist Lumber Hosting

Location(s): Austin, TX

Company Overview:

Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

Role Summary / Purpose:

To provide outstanding desktop end-user support, world-class customer service, and minimally supervised leadership in a fast-paced environment, for a hosting Client Services role for the worldwide HQ of Epicor.

Essential Responsibilities:

  • Provides outstanding customer service to our lumber hosted customers.

  • Displays leadership skills, and ownership of IT interests in the office.

  • Repairs and maintains hosted technologies including hardware issues and failures, software issues, application issues, viruses, errors, installs, repairs, and other issues.

  • Responds to normal and high priority client calls (local or remote) fed primarily from work queues in a ticketing system and uses troubleshooting skills to resolve problem tickets.

  • Maintains internal service level agreements and monitors ticket queues.

  • Performs Microsoft RDS application software installations and upgrades in accordance with corporate standards. Responsible for documentation, user training, and other general helpdesk functions.

  • Must be able to take direction, manage priorities, and perform tasks with minimal supervision.

  • Must possess high attention to detail and understand the importance of top-quality customer service with a professional attitude.

Qualifications / Requirements:

  • 5 or more years of prior desktop and server support experience preferred.

  • Position requires an aptitude for technology, willingness to take on new challenges, and superb customer service skills in a leadership role.

  • Ability to work with all levels of management and leave a lasting positive memorable experience.

  • Applicant should have Windows terminal server and desktop experience (7, and 10) in an active directory environment and expertise with a variety of desktop applications including MS Office and Outlook (all versions). Solid desktop, phone and remote user support skills required.

  • Proven desktop, laptop, software, and operating system troubleshooting skills required.

  • Must have a firm understanding of networking related troubleshooting as it relates to end-user troubleshooting.

  • Network+, Server+, CCNA, MCP, or MCSE certification(s) a plus.

  • Must have experience installing and troubleshooting network printing.

  • Physical requirements/working conditions:

    • Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.


      Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.

Requisition Number: 19000413

Primary location: Austin Texas United States
Desktop Support Specialist, Hosting

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