Desktop Support Tier II

Destination Homes•Sandy, UT

1d•Hybrid

About The Position

This is a mid-level technical support position. Daily functions include responding to support requests and troubleshooting issues through resolution. Support is offered in multiple environments (corporate/office and retail) across multiple sites. This is a hybrid position that involves working onsite, remotely and on-call.

Requirements

2+ years of experience, or equivalent, in a helpdesk or desktop support environment.
Prior experience offering technical support in a retail environment
Clear and effective in verbal and written communication, especially when explaining technical issues to non-technical folks
Able to think critically and problem solve
Familiar with a wide range of standard office products
Able to handle confidential information in an appropriate manner
Able to work independently or in a team setting
Able to learn new technologies and/or products quickly
Up-to-date on new and fast-changing technologies
Must have valid driver's license with reliable transportation and be able to get to the various company properties when needed
Able to sit, stand, bend, walk and climb stairs for long periods of time
Able to observe, inspect, estimate and assess
Able to lift 50 lbs.

Nice To Haves

Certifications in relevant IT products and technologies preferred (e.g. CompTIA A+ , Network +, Security+ and ITIL)

Responsibilities

Ensure maximum productivity for end-users
Provide problem resolution for all technical support requests.
Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases.
Courteously obtain and convey concise problem information for external and internal service personnel.
Escalate issues to appropriate infrastructure teams through proper escalation methods.
Act as a liaison between end-users and other support staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process.
Solve problems on multiple operating system platforms with equal proficiency.
Support point of sale systems in a retail environment.
Provide after-hours support as needed.
Provide excellent customer service
Communicate with end-users on status of issues and understand their needs related to technology.
Train end-users in proper procedures and appropriate use of systems, software and hardware to ensure conformity, stability and simplicity.
Build rapport with end-users to establish trust and respect.
Support the business during office hours and after hours as needed
Issue/Project Management
Manage service desk tickets and meet the service level agreements defined by the business.
Provide accurate and timely logging of issues and resolution for issues in a ticketing system.
Document steps during troubleshooting and help create a robust knowledgebase for the team.
Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained.