Desktop Support Specialist

4 weeks ago


Birmingham, Alabama, United States EBSCO Full time
Job Summary

EBSCO Industries is seeking a skilled Desktop Support Technician to join our Corp IT team. As a Desktop Support Technician, you will be responsible for providing technical support for complex issues, troubleshooting hardware and software problems, and escalating tickets to the appropriate support groups. You will also be responsible for teaching and empowering customers by answering questions, interpreting operating instructions, and providing references to online documentation or instructions.

Key Responsibilities

* Provide technical support for complex support issues, for internal customers via email, phone, or other methods.
* Possess a strong understanding of the organization's products and services and investigate and analyze more complex inquiries.
* Escalate tickets to the appropriate support groups as required.
* Teach and empower customers by answering questions, interpreting operating instructions, and providing references to online documentation or instructions.
* Assist in new computer builds/rebuilds and lease return process as required.
* Maintain and enforce corporate hardware, software, and anti-virus policies.
* Document all support issues in the ticketing system.
* Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.

Requirements

* Bachelor's Degree in the field or 4 Years equivalent experience
* 2+ years of experience working collaboratively in a fast-paced technical team environment.
* 1+ years of experience working with laptop and desktop hardware and software, including Apple Mac and Windows-based systems. Experience should include desktop, laptop, server, and peripheral hardware. Desktop software, various PC operating systems, 3rd party software, email, and web technologies.

Preferred Skills

* 1+ years of experience with an enterprise desktop management platform or management and creation of PC hardware.
* Outstanding customer service skills and rapport/Previous experience on EBSCO's Desktop Support team a plus.
* Intermediate knowledge of Android and iOS
* Intermediate knowledge with Mobile Device Management Solutions.
* Intermediate knowledge of Microsoft Print Server Management.
* Intermediate understanding of switch port management.
* Able to perform intermediate Desktop Management Solution Administration tasks using systems such as: SCCM, Altiris, LanDesk, etc.

Equal Opportunity Employer

EBSCO Industries, Inc. is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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