Desktop Support

Description

We are looking for a highly talented individual to join its EUS team.

The ideal candidate is an energetic, individual contributor who is eager to apply his or her outstanding customer service skills and well-rounded technical experience in a team that provides support to employees in North America.

This position is diverse in regards to scope and responsibilities. This person will split their time -- 80% Tier II onsite Desktop Support and 20% Tier I Virtual Chat support.

Tier I Virtual Chat support consists of helping internal users via a Chat channel and supporting/troubleshooting their technical issues.

Responsibilities:

• Day-to-day support operations for the end user in various support methods

o Chat Support

o Lounge Support

o Remote Support

o Onsite Support

• Support of global workforce both onsite and remote workers

• Ensuring data integrity in the Asset Management system

o Perform asset management tasks, inventory, audits and disposals at their site

• Proactively refresh End of Life (EOL) systems

• Provision computer assets in the new hire on boarding process both onsite and remote

• Monitor and remediate client health (SCCM, Anti-virus and related)

• Supporting video & teleconferencing hardware

• Setup and Removal of hardware and software

• Provide timely updates to our customers and tickets

• Enable accurate procurement requests and inventory management including auditing and reporting while maintaining our standards

• Accurately update and close tickets on time and within service levels

• Monitor support queue tickets and chat volumes daily

• Support the Knowledge base and ensure articles are accurate and update or flag to KB Manager for review

• Support video and teleconference technology, printers and various brands of hardware (Windows and Mac)

• Become a trusted advisor who consults with users on best practices and recommended courses of action

• Resolve issues confidently and quickly in an walkup IT lounge environment or remote chat sessions

• Learn, implement and train others on new technologies

• Other duties as assigned

Job Requirements:

• 1+ years of desktop support experience, preferably in a medium to large end user environment

• Be able to work from corporate office and remotely as schedule demands

• Knowledge of universal client image creation, management and testing

• Experience with, ticketing systems, active directory, VPN solutions, WLAN, LAN and basic knowledge of TCP/IP

• Proven ability working with cross functional teams

• Knowledge of client and server operating systems, and machine architectures in a Windows environment.

• Knowledge of client and system architecture for Mac is preferred.

• Exceptional verbal and written communication skills focused on ensuring customer satisfaction. Proven problem solving skills with an emphasis on quick problem resolution for a highly technical user base

• Keep abreast of technological changes/innovation and identify how they can be applied in support of company goals.

• Expertise in configuration and use of iOS and Android devices

• Clear written and verbal communication skills

• Proficient with Windows and Mac hardware and operating systems – Unix\Linux a plus

• Organized and time-management

• Ability to multi-task

• Must lift up to 50lbs

• Flexible schedule