![PM Technologies, Inc.](https://media.trabajo.org/img/noimg.jpg)
Senior Desktop Support Technician
2 months ago
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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