Associate Desktop Support Specialist

Diebold Nixdorf - North Canton, OH

Full-time

Remote - North Canton, OH

Administrative and Support Services

About the position

At Diebold Nixdorf, we are committed to transforming the way people bank and shop in a hyper-connected world. As an Associate Desktop Support Specialist, you will play a vital role in providing support to users of various devices including desktop computers, laptops, tablets, mobile communication devices, printers, and other office equipment. Your responsibilities will encompass both on-location and remote support, ensuring that users receive the assistance they need to effectively utilize their technology. You will be involved in provisioning, installation, troubleshooting, and providing basic training and technical guidance to clients on the usage of all equipment. Your goal will be to respond promptly to calls regarding system outages and to troubleshoot and resolve issues for users, whether they are on-site or working remotely, all while striving to meet or exceed established Service Level Agreements (SLAs). In addition to direct user support, you will engage in technical writing to create clear and high-quality policy, process, and procedure documentation that aligns with company standards. You will maintain a document repository and collaborate closely with support and technical teams to develop Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs). Your role will also involve documenting and analyzing business and functional processes and requirements using standard analysis tools and methodologies. This position is essential in ensuring that our IT services run smoothly and efficiently, contributing to the overall success of our organization.

Responsibilities

• Provides walk-up support for end-users and contractors
• Desktop supports within the corporate headquarters and surrounding campus
• Conducts lunch and learn technical how-to trainings
• Manages day-to-day level 1 or 2 IT requests from users walking in and remote requests
• Uses IT ticketing system to ensure IT service level agreements are met
• Supports global IT L3 support teams as needed with hands/eyes
• Provides white glove support to our senior leadership team
• Performs hardware support for print devices, workstations, mobile devices, and collaboration room equipment
• Utilizes an IT Asset management system to ensure all IT system assets are up to date
• Liaises with Local IT Procurement teams as needed
• Participates in IT projects
• Performs regular IT training for end users
• Technical writing to create clear, high-quality policy, process, and procedure documentation that align with standards
• Maintains document repository
• Works closely with support and technical teams to develop Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs)
• Documents and analyzes business and functional processes and requirements using standard analysis tools and methodologies.

Requirements

• Professional education in Computer Science or Information Technology
• Understanding of Exchange, Unified Communications, Active Directory, Telephony, SCCM, Windows, Microsoft Intune, Autopilot, MS Office, Web applications, and emerging technologies
• Minimum 3 years of experience in a support role with technical writing ability
• Experience supporting and assessing multi-vendor solutions
• Experience working within multi-disciplinary teams in a complex project setting
• Proficiency in drafting technical documents
• Experience engaging with a variety of stakeholders including senior executives
• Excellent communication skills - both written and verbal
• Strong attention to detail
• Experience with Windows operating systems
• M365 management/troubleshooting, including Outlook, MS Teams, Word, Excel, and BitLocker Management
• Maintain a high level of professionalism.

Nice-to-haves

• Professional appearance and demeanor
• Comfort and ease interacting with individuals at all levels of the organization
• Strong interpersonal and organizational skills
• Sense of urgency
• Excellent communication skills
• ITIL Certification is a plus.