Desktop Support Specialist

4 weeks ago

Lenexa, Kansas, United States Radius Global Solutions Full time
Job Summary

This Desktop Support Technician role provides in-depth technical support on a wide range of technologies, including desktop computing, client applications, telecommunications, and data networking for end-users.

Key Responsibilities
  • Answer, evaluate, and prioritize incoming assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interview users to collect information about the problem and lead them through diagnostic procedures to determine the source of the issue.
  • Determine whether the problem is caused by hardware, such as a modem, printer, cables, or telephone.
  • Handle problem recognition, research, isolation, resolution, and follow-up for routine users, referring more complex problems to supervisors or other technical staff.
  • Log and track calls using a problem management database and maintain history records and related problem documentation.
  • Prepare standard statistical reports, such as help desk incident reports.
  • Analyze and evaluate incident reports and make recommendations to reduce help line incident rates.
  • Contact software and hardware vendors to request service regarding defective products.
  • Install personal computers, software, and peripheral equipment.
  • Provide end-user systems setup and access.
  • Support Telephony hardware and software, including PBX and dialer equipment, Inter-tel PBX, and Mercury dialers.
  • Ensure the security of the organization pertaining to cameras, DVR equipment, and card access.
  • Support end-user CR Software Platinum.
  • Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, as well as Company policies and procedures.
  • Have regular attendance and timeliness, which are required due to the production-based nature of the business and client requirements.
  • Provide proactive feedback to management concerning potential problems and recommendations for improvement.
  • Recommend process improvements for efficiencies and best practices.
  • Maintain confidentiality and security policies and procedures.
Requirements
  • Associates Degree in a related field and/or 3-5 years of experience.
  • Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global), ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs, and DLP.
  • Exceptional problem-solving skills.
  • Ability to write routine reports and correspondence.
  • Excellent written and verbal communication skills.
  • Ability to manage and prioritize multiple projects simultaneously.
Working Conditions

The work is generally performed within an indoor office environment utilizing standard office equipment.

The employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time.

The employee frequently is required to multi-task, such as talking and typing simultaneously.

The job requires extensive use of keyboards and computers.

Lifting up to 30 pounds.

Some flexibility in hours is allowed, but the employee must be available during the department's scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts.

Full-time employees must maintain continuous full-time employment status.

Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

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