Job Description: Provides personal computing support to business staff, responding to trouble tickets. Install or setup computers and software, perform problem resolution and maintain defined IT standards. Has a frequent interaction with customers using a high degree of patience and problem management techniques to solve problems. Follow through on resolution with users. Consults solution base to optimize problem resolution. Tracks calls and enters solution data into solution base.
Essential Functions •Maintains a high level of client trust and confidence in the knowledge of and concern for clients’ needs. •May be called upon to assist senior management and executives where sensitivity to confidential information and timely problem resolution is critical. •Installs and sets up computers for business staff. •Researches, resolves, and responds to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards. All activity is documented in the tracking system. •Performs site inspections. •Provides accurate and creative solutions to customer problems of serious and critical nature to ensure customer productivity. •Coordinates and supports assigned internal special projects, including facility projects, special implementations, etc. •Enhances and develops quality support methods and communication skills through coaching, feedback and other developmental approaches. •Use and contribute to the knowledge base to resolve issues using KCS methodology. •Tests and ensures applications are correctly installed and configured on the computer. •Participates in and possibly leads team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process. •Provides desktop training to general users and other Desktop Support Analysts. •May assist with Server and/or LAN support.
Knowledge and Skills/Technology Used •Broad range of experience in technology disciplines to set up and repair complex desktop systems and issues without any local assistance •Demonstrated organizational skills •Ability to assign duties to and assist other desktop support analysts. •Experience at accessing industry knowledge bases (i.e., Microsoft technology sites) •Demonstrated project and resource management skills and experience with problem management in multiple locations, including remote locations to act as team member. •Excellent customer service skills and telephone etiquette. •Excellent trouble shooting and Problem management skills. •Excellent written and verbal communications skills. •May set Desktop standards and develop guidelines, as well as help others interpret policy. •Involvement in multiple projects through all life cycle phases, ensuring they are in accordance with established direction and standards. •Proficiency in Windows Operating Systems and Microsoft Office applications •Proficiency in PowerShell and other scripting languages.
Typical Education • BS / AS degree, equivalent work related experience, or technical certifications
Typical Range of Experience • Typically 2-4 years of directly related experience
License or Certification • Microsoft Workstation Certifications preferred • KCS Foundations preferred