Desktop Support
About The Position
Higher level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi tasks / technologies. Develop documentation. Core Job Responsibilities: Constantly monitor individual queue to resolve routine and non routine desktop issues and requests Escalate issues as appropriate and act as a technical escalation point Maintain a high level of customer satisfaction Comply with the desktop group practices and procedures Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner. Identify technical and process issues and recommend improvements Achieve target ticket volumes and ticket resolution levels Responsible for compliance with applicable corporate policies and procedures. Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on Follows the processes, practices established for the group Experience 3 - 6 years of experience
Requirements
- Support
- Technical support
- Needs the ability to work independently.
- Only technician onsite for around 70 end users.
Responsibilities
- Constantly monitor individual queue to resolve routine and non routine desktop issues and requests
- Escalate issues as appropriate and act as a technical escalation point
- Maintain a high level of customer satisfaction
- Comply with the desktop group practices and procedures
- Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
- Identify technical and process issues and recommend improvements
- Achieve target ticket volumes and ticket resolution levels
- Responsible for compliance with applicable corporate policies and procedures.
- Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
- Follows the processes, practices established for the group
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
