Desktop Support

Under the direction of the Customer Service (Tier
2) Manager and Customer Service Support Manager, you will be responsible, to include, but not limited to:

• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies, procedures and Knowledge Base Articles (KBAs).

• Field incoming help requests from end users via service requests but as required also telephone and e-mail in a courteous manner and provide assistance in person as well as remotely.

• Document all pertinent end user identification information, including name, location, contact information, and nature of problem or issue within ITSM tool in the near real-time manner.

• Resolve issues quickly, and maintain a high level of end-user confidence.

• Perform software and hardware upgrades & repairs to existing equipment using current processes and provide recommendations for improvements.

• Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.

• Monitor Backups and take appropriate corrective action whenever necessary.

• Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.

• Identifies potential problems and understands when problems exist without being prompted.

• Works individually, actively participates on integrated teams.

• Responsible for investigating various computer hardware and software issues independently and with the assistance of peers, vendors, and manufacturer support.

• Analyzes root causes and resolves issues.

• Ability to work after hours or weekends on an as needed basis to provide support which includes the ability to be on-call for emergency support.

Basic Qualifications:

• Associate Degree with 3+ years of experience. Additional years of relevant experience will be considered in lieu of a degree.

• Minimum 2 years of experience working with PC Hardware and Software

• Proficient in current Microsoft technologies including software, operating systems, group policy, etc.

• Must be customer oriented. Solving customer problems in a timely manner, and informing the customer of problem resolution in a clear manner.

• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.

• Experience working in a team-oriented, collaborative environment.

• Experience with 1 or more Windows or Mac products.

• Hands-on experience in troubleshooting Microsoft Office Suite 2016 (Outlook, Visio, Project, etc.) and Microsoft Windows (7, 8.1, 10,11) with the end users.

• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

• Demonstrate strong analytical and problem solving skills.

• Ability to communicate technical concepts to technical and non-technical audiences.

• Aptitude and enthusiasm for learning and teaching new technologies.

• Ability to establish and maintain productive working relationships with all levels of staff and the customer.

• Collaborative, works as part of a team to successfully achieve common goals

• Empathetic, honoring the consumer and what they are feeling

• Passionate about helping others

• Self-Confident and able to diplomatically express views that may be unpopular

• Actively Listens and is able to quickly distill provided information and insights

• Conscientious, organized and dependable; always meets deadlines and commitments

Preferred Qualifications:

• A passion for quality and excellence.

• Demonstrated commitment to continuous professional growth.

• Competency in Service Now ITSM tool.

• Initiative-Driven, pursuing goals beyond what is required or expected

• Experience working in agile environment utilizing JIRA

• Technical Certifications in any one of: MCP, Dell/EMC, Comp Tia A+, Network+, Server+