Desktop Support Engineer I

Proctor Financial, Inc.•Daytona Beach, FL

1d•Onsite

About The Position

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Job Title: Desktop Support Engineer I FLSA Status: Non-Exempt Department: IT Infrastructure Reports to: Manager, Helpdesk and Desktop Location: Proctor – 166 Proctor Loan Protector does not sponsor any type of work visa’s or STEM programs. Who are we? What do we do? Company Overview: Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation. What’s the culture like at Proctor Loan Protector? At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment. What can I expect from working at Proctor Loan Protector? Fun work environment with a variety of work Being part of a team Career growth Ability to highlight your skills Feel valued Great benefits, pay and culture Tell me more about this role, what would I be doing? Summary: Responds to phone calls and e-mailed requests for IT services. Opens new IT work orders and proactively monitors progress of open IT work orders. Performs general tasks to aid in the ongoing support of a microcomputer environment, assists with end user questions and problems. Maintains the relationship with customer for the duration of work orders. Performs general tasks to aid in the ongoing support of a microcomputer environment. Assists with end user questions and problems. Will support Microsoft Office Suite of products, proprietary applications, and utilities. Installs software and peripherals, performs general maintenance tasks, along with basic hardware repairs/upgrades.

Requirements

High School Diploma/GED required
Computer Experience
Proficient with MS Office Suite
Exceptional telephone demeanor
Ability to maintain a high level of confidentiality
1 – 3 years’ experience in a similar position
License or Designation
Ability to use discretion, exercise good judgment and resourcefulness.
Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day
Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day
Vision sufficient for use of a computer monitor.
Sedentary position.
Ability to sit at a desk 7-8 hours per day.
Workers are not substantially exposed to adverse environmental conditions.
Lifting and/or carrying (<10 lbs.)
Manipulate small and/or large bulky objects
Standing, reaching, kneeling, stooping, bending, pushing and pulling may be required.

Nice To Haves

Pursuing or has already obtained an Associate’s or Bachelor’s degree
Must always possess professional appearance and demeanor

Responsibilities

Adhere to a set schedule
Process incoming IT service requests: Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams. Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated.
Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail. Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
Forward new work orders to appropriate IT departments for servicing.
Gather and understand all information for changes and provide synopsis of change to manager sending notification.
Provide computer technical support to end users: Independently analyze and solve client PC problems (hardware, software, network access)
Responsible for creating and maintaining current desktop software image and inventory for the IT department.
Coordinate all physical user moves with department supervisors.
Train and orient new employees in operation of desktop software and hardware interface.
Monitor progress of open IT work orders: Run and analyze work order status reports and queries Proactively work to identify work orders in jeopardy of violating SLA
Can troubleshoot hardware related problems Memory Upgrades Hard drive replacement and re-imaging of hard drives Video card replacement System board replacement
Maintain customer relations: Update customer with pertinent work order status changes. Ensure all customers’ concerns are addressed. Positively impact IT customer relations by proactively working to identify and address sensitive issues. Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.
Support Software applications: Microsoft Office Various Communications products (PCAnywhere, VPN etc.) Proprietary Applications Can research problems through reading documentation Directly service customer requests that are within the scope of the Desktop Support Engineer.
Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.
Analyze work order repository for patterns
Train IT staff members on Call tracking