Desktop / Mobile Support

Astreya•Mount Holly, NC

About The Position

The Desktop Support IV role provides a positive user experience through order tracking, accessory management, hardware and accessory deployment, conference room maintenance, and user setup. The role supports more than 70,000 staff worldwide and is described as an introductory role to IT services. It involves complex assignments requiring initiative, minimal oversight, and proactive work; the employee may also act as a team leader. The position focuses on inventory and asset management, conference room support, end-user support, and participation in global projects. It requires strong customer service, IT and inventory knowledge, and the ability to work effectively in a large team with minimal supervision.

Requirements

High school diploma or GED and 5 or more years of related experience and/or training, or an equivalent combination of education and experience.
Excellent written and verbal communication skills.
Ability to work in a large team with minimal supervision.
Ability to provide an outstanding user experience.
Extensive inventory and IT knowledge.
Interest in new technologies and an IT career path.
Ability to safely lift and carry 50 pounds or more of equipment multiple times per day.
Ability to perform office-related tasks that may involve prolonged sitting or standing, move around an office environment, use a computer, and communicate effectively.

Responsibilities

Lead inventory and asset management, conference room preventative maintenance, and e-recycling.
Support video conference rooms in a complex, fast-paced environment while maintaining a focus on customer satisfaction.
Ensure audio and visual quality, troubleshoot issues, and respond to requests from meeting attendees.
Deploy and recover laptop and desktop images.
Provide customer support to users worldwide, including IT accessories and workstation setup.
Use ticketing systems to document work accomplishments and track Service Level Agreements (SLAs).
Use inventory data management software to maintain inventory accuracy and workflow.
Contribute to large-scale global projects as needed.
Perform other duties as required.

Benefits

Medical insurance through UHC (PPO, HSA, and Surest options) or Kaiser HMO for California employees.
Dental insurance through UHC Nationwide.
Vision insurance through UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter, parking, and transit account, depending on location.
Continuing education and professional development through platforms such as Udemy and Coursera.
Corporate wellness program.
Employee Assistance Program.
Wellness Days.
401(k) plan.
Basic and supplemental life insurance.
Short-term and long-term disability insurance.
Critical illness, critical hospital, and voluntary accident insurance.
Tuition reimbursement, available after six months and subject to a cap.
Paid Time Off, accrued and prorated, up to 120 hours annually.
Paid holidays.
Other statutory leaves, paid time, or ancillary benefits required by state and federal law.