Desktop Support Technician Level I

TPI Global (formerly Tech Providers, Inc.)

Atlanta, GA

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JOB DETAILS

SKILLS

Apple, Budgeting, Communication Skills, CompTIA - Computing Technology Industry Association, Computer Certifications, Computer Software, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Desktop Administration, Desktop PC, Detail Oriented, Establish Priorities, IT Service Management (ITSM), Information Technology & Information Systems, Laptop PC, MCP - Microsoft Certified Professional, Maintenance Services, Metrics, Microsoft Active Directory, Microsoft Windows System Administration, Presentation/Verbal Skills, Problem Solving Skills, Software Administration, System Center Configuration Manager (SCCM), Technical Presentation, Time Management

LOCATION

Atlanta, GA

POSTED

30+ days ago

Education: Bachelor's degree or technical institute degree/certificate in Computer
Science, Information Systems, or other related field preferred.

Mission:
Provide the best possible "white glove" customer service by working with customers to resolve
their technical related problems in a swift manner as well as providing accurate responses and
solutions.
Experience:
Two-year prior Support Center experience, working in a fast-paced environment directly supporting
Desktops and Laptops.
Proven ability to meet service goals consistently.
One-year prior Windows administration and Active Directory experience.
Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.
Metrics
Listed below are the key metrics that will be used to measure success of this role:
Customer Satisfaction
Time to Close
Completion of Group Projects
Competencies:
Listed below are the key competencies required to be successful in this role:
Honesty/ Integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right,
not just what is politically expedient. Speaks plainly and truthfully.
Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new
information.
Attention to Detail: Does not let important details slip through the cracks or derail a project.
Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
Organization and Planning: Plans, organizes, schedules, and budgets in an efficient, productive manner.
Focuses on key priorities.
Calm under Pressure: Maintains stable performance when under heavy pressure or stress.
Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has
a record of accomplishment of working hard.

Responsibilities:
Listed below are the responsibilities for this role:
Cultivate and manage relationships with customers.
Prioritize work and meet deadlines.
Support and deploy company desktops and laptops.
Document resolutions for other teams and team members to use.
Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the
benefit of customers and IT.
Support on-going Device Support projects.
Be flexible to meet the needs of the team or current project, which sometimes requires nights and
weekends.
Maintain application packages for deployment through MECM/SCCM and Intune.
Participate in building Gold image for company desktops/laptops.
Follow policies and procedures on computer and software deployment and decommissioning.
Function as a point of contact for incidents and service requests from end users by phone and email.
Solve problems and be able to present technical information to users with different technical skill levels.
Communicate effectively with customers, coworkers, and management.
Configure Apple devices in Airwatch or Intune.
Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and
more.
Cross train and assist others when necessary.
Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge,
Chrome, timekeeping, customer presentation applications, VPN, and others.
Employ device management tools in supporting users and requested applications.
React to change productively and handle other essential tasks as assigned.
Be an active member of the Device Support Services team.

About the Company

TPI Global (formerly Tech Providers, Inc.)

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