CBTS | Desktop Support Specialist | burbank, ca

2 days ago

burbank, United States CBTS Full time

Core Responsibilities

Technical Support

  • Involved in Incident, Problem and Service Request Management.
  • Provide workarounds and solutions based on Service Level Objectives.
  • Deskside and remote support required within Factory environment.
  • Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
  • In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
  • Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
  • Refers more complex problems to problem managers and/or senior level.
  • Participate to new IM&T Service testing, deployment and stabilization.
  • Maintain and stays current with evolving Information technology.


Communication

  • Clarify tickets logged with requesters and communicate about resolution progress.
  • Ensure satisfactory customer service and prompt response times to the requesters.
  • Share her/his support knowledge with peers in the same team and maintain associated documentation
  • Communicate with user community to provide the status of open problems and the changes associated with new solutions
  • Escalate significant issues or outages to the management
  • Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.


Information Security

  • Ensure security rules implementation as per the policies.


Requirements:

  • Certifications/Training in the assigned area will be an added advantage.
  • Minimum 2 years of experience
  • Strong knowledge of Microsoft based operating systems
  • General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory
  • Good knowledge of informatics hardware (PCs, Printers, Scanners, Smartphones etc.)


Additional Details

  • Level 2-3 Support functions (deskside/ in person support)
  • Manufacturing factory environment, focused on hardware support
  • Environment: Hard hat, steel toe shoes
  • Label printers,
  • Most systems in-house
  • Will train up for 2-weeks
  • Potential for occasional late night support
  • No regular OT
  • Monday through Friday 8-5pm

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