Desktop Support Technician

Proctor Loan Protector • Daytona Beach, FL

14h

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 Technician FLSA Status: Non-Exempt Department: IT Infrastructure Reports to: Manager of Desktop and Helpdesk 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? POSITION SUMMARY: Responds to phone calls and assigned service 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 graduate
• Some college
• Computer Experience
• Minimum education required
• Proficient with MS Office Suite
• Exceptional telephone and in person demeanor
• Ability to maintain a high level of confidentiality
• 1 – 3 years experience in a similar position
• Must possess professional appearance and demeanor at all times
• Effective communication skills.
• Articulate, business-like and friendly demeanor
• Strong written skills for documentation and reporting
• Strong verbal skills to explain both technical and lay issues to peers and user community
• Good listening skills
• Ability to defuse situations
• Flexible and efficient
• Ability to handle multiple tasks.
• Adaptable to changing environment and workload.
• Motivation, Organization and Professionalism
• Self motivated and able to work with minimal supervision
• Perceived as approachable
• Work well under pressure/deadlines
• Strong dedication to professionalism
• Strong organizational skills
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
• 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.
• Ability to sit at a desk 7-8 hours per day.
• Repetitive motion

Nice To Haves

• Attending school and in process of obtaining an Associate’s or Bachelor’s degree in information technology or a business related discipline
• License or Designation Preferred

Responsibilities

• Process incoming IT service requests.
• Work assigned desktop tickets. Both onsite and remote.
• Build out PCs and Laptops for new hires and replacements.
• 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
• Have the ability to 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.
• Insure 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
• Have the ability to 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
• Creates and maintains database and spreadsheet files.

Benefits

• Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED