Desktop Support Technician

EBSCO Industries • Birmingham, AL

425d

About The Position

The Desktop Support Technician at EBSCO Industries is responsible for providing technical support to internal customers, addressing complex support issues, and assisting with hardware and software configurations. This role involves both remote and on-site support, serving as an escalation point for help desk staff, and ensuring compliance with corporate policies regarding hardware and software. The technician will also document support issues and maintain the knowledge base, contributing to the overall efficiency of the IT team.

Requirements

• Bachelor's Degree in the field or 4 Years equivalent experience.
• 2+ years of experience working collaboratively in a fast-paced technical team environment.
• 1+ years of experience working with laptop and desktop hardware and software, including Apple Mac and Windows based systems.

Nice To Haves

• 1+ years of experience with an enterprise desktop management platform or management and creation of PC hardware.
• Outstanding customer service skills and rapport; previous experience on EBSCO's Desktop Support team a plus.
• Intermediate knowledge of Android and iOS.
• Intermediate knowledge with Mobile Device Management Solutions.
• Intermediate knowledge of Microsoft Print Server Management.
• Intermediate understanding of switch port management.
• Able to perform intermediate Desktop Management Solution Administration tasks using systems such as: SCCM, Altiris, LanDesk, etc.
• Familiarity with Microsoft Print Server Management.

Responsibilities

• Provide technical support for complex support issues for internal customers via email, phone, or other methods.
• Possess a strong understanding of the organization's products and services and investigate and analyze more complex inquiries.
• Escalate tickets to the appropriate support groups as required.
• Teach and empower customers by answering questions, interpreting operating instructions, and providing references to online documentation or instructions.
• Assist in new computer builds/rebuilds and lease return process as required.
• Maintain and enforce corporate hardware, software, and anti-virus policies.
• Document all support issues in the ticketing system.
• Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
• Resolve problems by using documented processes and best practice corrective processes.
• Create, update, and maintain the documentation in the Knowledge Base.
• Deploy and support Voice over IP phone hardware and software.

Benefits

• Competitive salary
• Opportunities for professional development
• Supportive work environment
• Diversity and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree