Desktop Support Engineer

Payrate

$28.00 - $31.00 per hour

In this role, you will work in a dynamic, high-paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customers' expectations at headquarters, stores, regional offices, distribution centers and remote locations. With a curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business.

• Provide an exceptional technological experience for employees by listening, asking questions, soliciting feedback, assessing and responding appropriately to device hardware and application issues, requests and needs in an efficient and timely manner.
• Determine appropriate and alternative solutions from defined procedures and options.
• Research, diagnose, resolve or escale technical and procedural issues from multiple service channels using multiple tools and documented processes.
• Deliver a positive customer experience by creating a welcoming environment and providing best-in-class service through all support channels in person and virtually.
• Ensure consistency in service quality and capabilities for an overall high level of customer satisfaction.
• Demonstrate a sound understanding of relevant technologies and application products and understand the customer in a technology support environment.
• Maintain excellent interpersonal and customer service skills, build and maintain relationships with business partners at all levels of the organization.
• Apply process and technical knowledge in problem solving while multitasking and keeping stakeholders informed.
• Take personal accountability to meet key performance measurements.

• Remote desktop assistance tools (Nextthink)
• Automation & Scripting
• Service Now
• SCCM
• JamF
• Zoom
• MS Teams
• Slack