The Sr. Desktop Support position is responsible for Desktop Support Services for all corporate sites. This position supports all client corporate entities and functions as corporate IT service and support for all end points and technologies.
Essential Duties and Responsibilities:
* Strong customer service skills. * Self-starter who is able to work in a team environment. * Responsible for high level trouble-shooting escalated by the desktop. * Responsible for technology engineering standards for end points. * Respond to executive C-level support needs * Respond to end-user service requests reported to the IT Help Desk and through the service desk/incident management system. * Document, track, and monitor issues to ensure a timely resolution with the aid of the service desk system. * Meet all service level agreements set by the department in a timely manner. * Escalate issues appropriately to management. * Comply with Corporate and IT policies and procedures. * Participate in IT projects when required. * Troubleshoot and maintain stand-alone printers, copiers, and network printers. * Set up LCD projector, laptop, and screen for presentations and meetings. * Build and configure desktop and laptop computers for new users. * Maintain asset tracking. * Change toner for printers/copiers. * Support scanners and digital senders. * Assist the Infrastructure team with issues within the local Datacenter. * Travel to support remote offices (Scottsbluff, NB) and mobile projects as needed. * Provide telecom support services. * Act as IT liaison for in-depth troubleshooting for other IT teams. * Provide remote user support. * Provide network support. * Perform System Administration for 3rd party support applications. * Follow up with users to ensure service is delivered at optimal levels.
* Minimum of 3 years' experience in IT end-user support. * Experience performing installation, repair, and preventative maintenance of end point and related software/hardware remotely, over the phone, or in person/desk side. * Able to identify, evaluate, and solve end-user workstation problems. * Able to read, understand, and apply complex technical information. * Able to master new computer technologies. * Excellent customer service skills over the phone, remotely, and at desk side. * Self-starter who is able to work in a team environment. * Demonstrated sense of urgency. * Organized and structured. * Demonstrated experiencing supporting 35+ user corporate environment. * Experience with video conferencing preferred. * Experience with scanners preferred.
Education and Experience:
* High School Graduate * BA/BS or higher or equivalent experience preferred * A+ Certification preferred
Certifications, Licenses and/or Registration:
* A+ Certification preferred
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
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