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Senior Desktop Support Technician

2 months ago

Atlanta, United States PM Technologies, Inc. Full time

Primary Responsibilities:

  • Provide single point of contact support for the clients Executive Team.
  • Provide Tier 2 fulfillment, troubleshooting and escalations of support requests associated with client systems.
  • Recommend solutions and resolve problems associated with requests through a defined escalation process utilizing appropriate processes and internal tools.
  • Work directly with end-customers at various levels of the organization, as well as members of internal support groups, in order to identify, investigate and resolve technical issues.
  • Coordinate issue tracking, resolution, and notification.
  • Manage ticket entry, escalation, dispatch, reporting as well as monitor appropriate usage by other analysts in the ticketing system.
  • Work with the team to ensure team-wide compliance with SLA's within the ticketing system.
  • Work effectively and independently on multiple complex activities and projects.
  • Work with Desktop Support management to evaluate tactical effectiveness of the team based on ticketing system metrics and reporting.
  • Develop and maintain detailed technical support documentation as well as perform internal training to multiple support teams.
  • Develop training plans, processes, and road maps for Desktop Support Analysts and provide recommendations for process improvement to management. This role may provide guidance and/or coaching to Support Analysts.
  • Perform other duties as required.
  • Travel to support offsite meetings and customers may be required.
  • Install, configure, troubleshoot and packaging of enterprise level and 3rd party applications.
  • Maintenance of computer organizational unit within Active Directory Support of Dell and MAC computer hardware.

Qualifications:

  • CompTIA A+ and ACSP certifications required or obtained within first year of employment.
  • Degree in Computer Science or equivalent experience preferred.
  • 5+ yrs Desktop Support in a corporate environment.
  • 5+ yrs Windows and Mac OS X experience.
  • 5+ yrs Remote Support (VPN Connectivity Issues, Routing, etc).
  • 5+ yrs Hardware/Software Support and deployment.
  • 5+ yrs supporting Enterprise and 3rd party software applications.
  • Strong Office 365, including MS Teams support experience.
  • Demonstrable experience supporting iOS and Android based devices.
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Ability to work in a team environment with constantly changing priorities.
  • Ability to work flexible hours, including possibly evenings and weekends.
  • Easily adjusts to changing priorities or projects.
  • Maintains a calm, professional tone when consulting with customers.
  • Ability to provide technical guidance to a team.
  • Experience with process improvement initiatives
  • Ability to communicate with all levels in a professional manner to provide updates, recommendations and resolve issues.

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