Help Desk Technician II, Experian Consumer Services

  • 1501 S MoPac Expy, Austin, TX 78746, USA
  • Full-time
  • Department: Information Technology & Systems
  • Role Type: Home
  • Employee Status: Regular
  • Schedule: Full Time
  • Flexible Time Off: 15 Days

Company Description

About us, but we’ll be brief:
Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

Experian Consumer Services (ECS) – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

What could be more exciting – personally and professionally – than being part of a disruptive business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the disruptor and market leader we pride ourselves on building new markets, and leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services (ECS) has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

Job Description

  • Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems, and issues.
  • Proposes new solutions, ideas, tools, and techniques for highly complex problems.
  • Technical mentor to the entire organization.
  • The ability to inspire technicians by providing new ideas or concepts to consider; helps roadmap the future.
  • Resolve incident and support requests from Experian Consumer Services team members via multiple channels (voice, tickets, email, and walk-ups-desk side).
  • Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices.
  • Drive the creation of system imaging & automated software deployments to ensure efficiency & security through tools such as Microsoft SCCM and JAMF Casper.
  • Support Virtual Desktop Platform (VDI) on VMWare Horizon View for global contact centers
  • Manages collaboration tool & video conferencing platforms and adds new capabilities to streamline communication between Experian offices
  • May participate in applications beta-testing.
  • Makes recommendations for process improvements and technology changes.
  • Communicate issues and incidents to all levels of the organization as required.
  • Create and maintain documents and procedures, with direction from management.
  • Engineer, implement and monitor security measures for the protection of computer systems, networks, and information
  • Identify and define system security requirements
  • Design computer security architecture
  • Prepare and document standard operating procedures and protocols
  • Configure and troubleshoot security infrastructure devices
  • Develop technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks
  • Ensure that the company knows as much as possible, as quickly as possible about a security incident
  • Write comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancement


  • May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience in lieu of education
  • Microsoft, VMware, and or Cisco certification preferred
  • Typically requires 2-5 years of related experience
  • Considered expert in all operational best practices; continuously implements new technology solutions to add operational efficiencies.
  • Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts.
  • Provides technical leadership to other teams
  • Ensures timely delivery of solutions and ensures team meets SLAs
  • Upgrades technician tools and platforms to the latest levels.
  • Extensive experience providing helpdesk and desktop support for Apple (MAC 60%) & Windows (40%) computers in an enterprise environment (both phone & desk-side)
  • Ability to provide timely resolution for all end-user requests and root cause analysis for issues
  • Strong troubleshooting skills with Windows 8 & 10, Apple OSX, and other business applications
  • Experience administering McAfee Endpoint Encryption
  • Expert desktop imaging and software packaging skills
  • Hands-on experience with Active Directory, Exchange-Office 365, and Group Policy administration
  • Experience with troubleshooting issues on mobile devices, smartphones
  • Must be able to create clear and detailed technical documentation
  • Must possess strong communication skills (written and oral) as well as significant customer service skills
  • Ability to work effectively with cross-functional teams.
  • Flexible enough to work with different technical skill levels and skillsets
  • Ability to work in a highly dynamic environment
  • Strong analytical and problem-solving skills
  • Ability to provide input and recommendations on new technology and process improvement
  • This position is an in-office position, Monday-Friday either 9am-6pm or 8am-5pm shift
  • Must be within 45 minutes of the Austin office location

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe.  See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian Careers - Creating a better tomorrow together

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