Desktop Support Technician
Radius Global Solutions•Ambler, PA
•Remote
About The Position
This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels.
Requirements
- Associates Degree in a related field and/or 3-5 years of experience
- Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP
- Exceptional problem-solving skills
- Ability to write routine reports and correspondence
- Excellent written and verbal communication skills
- Ability to manage and prioritize multiple projects simultaneously
Responsibilities
- Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Interview user to collect information about the problem and leads user through diagnostic procedures to determine source of issue
- Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone
- Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff
- Log and track calls using problem management database, and maintain history records and related problem documentation
- Prepare standard statistical reports such as help desk incident reports
- Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate
- Contact software and hardware vendors to request service regarding defective products
- Install personal computers, software and peripheral equipment
- Provide end user systems setup and access
- Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers
- Ensure security of organization pertaining to cameras, DVR equipment and card access
- Support end-user CR Software Platinum
- Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures
- Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
- Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
- Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
