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À propos
The Sr Desktop Support Associate is responsible for effective provisioning, installation/configuration, operation, and maintenance of end-user hardware, software and related infrastructure. This individual will be responsible for the level 1 & 2 support of all enterprise desktop, laptop, mobile device, scanner, hand-held and other devices. The Associate Desktop Support Analyst is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Install, upgrade, support and troubleshoot Windows 10, Windows 7, Microsoft Office, IOS, Android and other end user device operating systems. Install, upgrade, and configure desktop, laptop, mobile devices, telephone devices, headsets, printers, scanners, and other peripheral equipment. Performs general preventative maintenance tasks on all equipment including BIOS, operating system service patches, application software patches, and critical security patches. Performs remedial repairs on computers, laptops, printers and any other equipment. Performs work in compliance within specified warranty requirements. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Install standard desktop imaging standards and ensure compliance with standards. Customize desktop hardware to meet user specifications and site standards Monitor, operate, managing, troubleshoot and restore to service laptop, desktops and other compute devices. When the restoration is beyond the scope of internal repair, escalate the issue/problem to vendor or 3rd party support. Ensure desktop, laptop and other devices have current versions of virus scanning software. Perform password, PIN and other account locking\unlocking and resetting as needed. Provide tier 1/2 support to end users including telephone / remote support software. Escalation of issues to 3rd party support companies. Printer setup and troubleshooting. Configuration, support, and enrollment of mobile devices (mobile/tablet), including maintaining inventory. Audio Visual support EDUCATION/EXPERIENCE:
BS in Computer Science, MIS, business, or equivalent education/training/experience preferred Professional certification preferred Experience with a variety of hardware and operating systems 12 - 18 months experience in a helpdesk environment Provides exceptional customer service. Works well in a team environment. Uses initiative and is proactive. Well organized and can manage own workload/priorities. Great telephone manner. Good sense of humor with positive attitude. Keen to learn and develop their technical and interpersonal skills. Flexible and can occasionally work outside of normal working hours. Preferred:
Experience with a variety of hardware and operating systems Experience working in a large networked environment Experience with Active Directory, File Servers, File Server\Printers, and other network devices. SKILLS/COMPETENCIES:
Advanced analytical, problem-solving, and troubleshooting skills Demonstrated proactive customer service skills Demonstrated ability to multi-task and manages priorities. Demonstrated teamwork skills. Good communications skills (written/verbal)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Compétences linguistiques
- English
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