Specialist I, Help Desk

Resurgent Capital Services•Greenville, NC

51d

About The Position

Provide support for the local desktop environment by creating, triaging, escalating or completing requests and issues to support EITS customers. This entails activities that cannot be done remotely by the Service Desk. You will employ an 'advocate of the customer' attitude to keep end users informed on the status of requests and issues. Learn and utilize process and systems for end user support, asset management and system configuration. Dependent on systems and personnel at the local site may also provide support for systems such as video and facilities access systems. As one progresses in this position, the involvement in project work may increase along with the ability, and necessity, to lead small projects. The Specialist I, Help Desk position reports to the Sr. Manager of Desktop Support.

Requirements

Good understanding of computer systems, mobile devices and other tech products; including, but not limited to:
Experience with desktop and Active Directory
Extensive application support experience with Microsoft Office
Understanding of VPN technologies for remote user support
Understanding of A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software
Understanding of wiring closets, patch panels and experience with testing and terminating network cabling
Understanding of basic network terminology & technology such as IP addressing
Working knowledge of a range of diagnostic utilities
Good written and oral communication skills
Good interpersonal skills, with a focus on rapport building, listening and questioning skills
Strong documentation skills
Ability to work independently as well as part of a collaborative team
Ability to analyze and problem solve
Ability to conduct independent investigation for case analysis and resolution
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Ability to deliver results with minimal oversight
Ability to understand, comply with, and apply all privacy and security policies and guidelines
High School Diploma required

Nice To Haves

Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required
A+ certification, preferred but not required

Responsibilities

Through remote and/or in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the case details and/or interaction with the end-user while communicating with the end-user using an "advocate of the customer" approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end user's satisfaction and understanding.
Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users. Based on experience and general guidelines direct cases, as needed, to next level of support.
Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer cases to meet critical deadlines
Deploy and dispose of computer equipment per organizational standards and guidelines
Maintain inventory of hardware and software in the Asset Management system
Interact with and support facilities manager regarding furniture installations and reconfigurations
Acquire the certification(s) to self-dispatch parts and request technical support
Other duties as assigned