Desktop Support Associate UnitedLex Corporation
THIS JOB HAS EXPIRED Job Description
The Desktop Support Associate will be charged with providing technical software, hardware and problem resolution to all UnitedLex computer users by performing question/problem diagnosis; clearly communicate technical solutions in a user-friendly, professional manner and provide one-on-one end-user training as needed.
Experience and Skills
Requirements & Competencies:
Associates Degree or equivalent experience
Excellent troubleshooting and critical thinking skills.
A thorough understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
Thorough knowledge of PC hardware, a good working knowledge of Windows XP and Windows 7, and extensive knowledge of Microsoft Office Pro software w/Lync (Office 2010).
Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades and troubleshooting
Excellent verbal and written communication skills.
Industry certifications such as HDI (Help Desk Institute), MCP (Microsoft Certified Professional), A+, etc.
Experience with basic Active Directory administration and support
Quick learner, self-starter, the ability to work independently and as part of a team.
Able to work within time constraints and follow set processes and procedures.
Customer focused, a team player, and able to work on multiple tasks with minimal supervision.
Experience working in an ITIL v3 environment and complete understand of operating principles
Must be able to perform physical activities, such as, but not limited to, lifting equipment (up to 30 lbs. unassisted), bending, standing, or walking.
Experience working with an international support team
Provides one on one user guidance either over the phone, face to face or by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.
Responsible for the configuration, installation, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).
Execute the imaging, installation and deployment of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals (new and upgrades) on both a one-off and project basis
Diagnose problems and/or problem requiring physical interaction with the end user; escalate technical support where appropriate.
Open, track, and close trouble tickets; ensure problem ownership and promoting end-user satisfaction.
Work with senior staff and other groups to resolve technical problems.
Create tickets, respond to tickets, and escalate tickets as necessary. Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.
Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
Follow set policies and procedures when assisting clients to ensure proper handling of requests.
Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.
Conducts scheduled walk-through of assigned facilities to ensure all systems are operational
IT Asset Management and product procurement
Maintain Software licensing
Assists in external/Internal Audits
Assist in new hire training to ensure successful integration into the team.
Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts and senior staff when needed.
Work with simple Active Directory functions such as user creation and simple file rights.
Completing other duties as assigned outside of normal workload.
||Overland Park, KS |
THIS JOB HAS EXPIRED