Job Summary
Works across a range of technologies and liaises across multiple areas of the business to support incidents, problems and requests. Responsible for addressing IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Possesses the skills to resolve technical issues both remote and locally.
Key Job Responsibilities
· Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
· Conceives and provides advice and guidance to colleagues regarding incidents
· Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance searches for improvement opportunities
· Identify, log and resolve technical problems with software applications or network systems
· Identifies improvement areas that can be documented
· Identify potential changes and system improvements and present to leadership for consideration and implementation
· Ensure that work is carried out within agreed service levels and in accordance with department guidelines
· Helps to define and add input that will help with the creation, maintenance, and distribution of reports to leadership
· Identify improvements and add to client databases with up to date solutions and clear record of activities
· Identify, explain and document technical issues in a clear way to clients
· Use call logging system to accurately record telephone requests
· Create and offer suggested updates to Knowledge Management tool
· Communicate with operations leadership, identify solutions to ensure issues are addressed appropriately
· Elevated knowledge of Microsoft desktop operating systems and desktop software
Required
· Minimum of 1-4 years’ experience as a Desktop Support Engineer
· Elevated analytical and troubleshooting skills
· Elevated verbal, written, communication skills with the ability to communicate technical data to a wide variety of audiences
· Self-starter and possess level of professionalism that meets our internal and client expectations
· Ability to perform in a fast-paced, changing environment with multiple deadline-oriented projects
· Elevated experience using ITSM ticketing tool
· Elevated customer service experience in face-to-face, telephone or electronic interaction with clients
· Elevated language and communications Skills
· Demonstrates elevated problem-solving techniques
· Strong customer service orientation
· Solid understanding of computer support and troubleshooting
· Demonstrated ability to work in a team-oriented, collaborative environment
· Demonstrated ability to seek solutions to problems using one’s own resources
· Experience with supporting environments that include infrastructure elements such as LAN, WAN, WAP, Hosting
· Solid understanding of ITIL concepts
· Experience working with PC deployments in small to midsize client community and assisting in leading effort
· Experience with deploying and supporting network printers
· Demonstrated ability to provide guidance and assist other Desktop Administrators
· Bachelor’s degree in computer science, Computer Engineering, Information Technology, Mathematics or related degree
· A combination of education, experience and training may be considered in lieu of a formal degree
· A+, MCSE certification
Dewpoint Core Competencies
· Vision and Strategy - Participates in supporting Strategy and Vision. Aligns work efforts to them.
· Customer and Team Focus - Builds rapport with team member, other teams and customers.
· Effective Communicator - Able to communicate their ideas and decisions within a team settings verbally/written/presentation.
· Adaptability - Able to manage personal work commitments in a changing environment.
· Accountability - Owns problems, issues and outcomes involving their personal assignments and team contributions.
· Collaboration - Actively participates and supports team actions. Volunteers ideas and suggestions for improvement.
· Coach and Mentor - open to the coaching and mentoring by others - 'is coachable.'
Measured By
· Successful application and understanding of the core competencies
Minimum Physical Expectations
· Physical activity that often requires keyboarding, sitting, phone work, and filing
· Physical activity that often requires extensive time working on a computer
· Physical activity may require lifting under 25 lbs
· Physical activity that sometimes requires travel – car, train, and/or air
· Physical activity that sometimes requires bending, stooping, reaching, climbing, kneeling, and/or twisting
· Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus
· Must hear and speak well enough to conduct business over the telephone or face to face (in English) for long periods of time
Minimum Environmental Expectations
· This position will require working indoors. Typical workweek is eight (8) hour workdays, five (5) days per week with some weekend work, as well as longer hours as needed.