Desktop Support Administrator

Teleflex•Mansfield, MA

9d•$87,400 - $131,100•Onsite

About The Position

This Desktop Support Administrator role provides on-site technical support to a regional office and assists with tickets from locations across the US, MX, and Europe. The incumbent will provide one-on-one end-user training (in person or remotely) and assistance on a variety of software applications and computer hardware, documenting user inquiries and problems and working towards a solution.

Requirements

High school diploma required.
5+ years of technical and customer service experience required.
Exceptional Customer Service skills are a must.
Enterprise experience directly supporting Windows Operating Systems.
Proficiency with Microsoft Office Products (Office365).
PC encryption
Experience delivering hands-on customer training.
Skilled with AV conferencing devices
Proven ability to effectively and quickly troubleshoot computer problems. Must independently resolve complex problems using current job knowledge, research, and external resources.
Strong interpersonal and communication skills, excellent attention to detail, and the ability to prioritize and execute tasks effectively.
Must be able to interpret and make decisions in accordance with regulations and established policies.
Excellent time management skills to maintain high levels of customer service in a high-paced, heavy workload environment.

Nice To Haves

Degree in Information Systems preferred.
Experience with the following is preferred: Microsoft Azure, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Microsoft Teams, VPN, Freshservice ITSM system, TeamViewer, Lenovo laptops and desktops, HP, Dell, and Ricoh printers.
Spanish language skills are a plus.

Responsibilities

Respond to customer issues and requests by creating, tracking, and documenting solutions in a support database and monitoring the support queue.
Install, configure, test, maintain, and troubleshoot customer workstations and related hardware and software.
Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions.
Troubleshoot network connectivity issues, including wireless access points, devices connected to the wireless network, preliminary bandwidth issues, and printer routing problems.
Act as designated IT point of contact for the facility in case of any IT-related emergency or maintenance.
Consult with customers to obtain hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).
Achieve service level and customer satisfaction KPI targets.
Order, track, and deploy hardware for users in the assigned facility and other sites.
Conduct inventory control tasks as needed, including verifying serial numbers on equipment and updating records.
Establish and maintain effective working relationships with management, team members, and customers. Communicate effectively with all levels and maintain tact and composure in stressful situations.