Desktop Support Specialist

Kidkraft Dallas , TX 75201

Posted 8 months ago

Position Summary:

In this role, the Desktop Support Specialist will be responsible for first level problem determination, problem/incident recording, and problem escalation for supported products and services. These products and services include PC and Mac desktops, client/server systems, desktop application software, peripheral devices, and basic networking.


Resolve technology issues reported to Help Desk

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems

  • Resolve as many user-reported problems as expertise permits using available tools, following procedures and policies for the handling of support cases

  • Courteously obtain and convey concise problem information for external and internal service personnel

  • Provide accurate and timely logging of problems and resolution for problems

  • Escalate problems as appropriate following department procedures

  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process

  • Utilize superior customer service skills

  • Perform Help Desk expeditor functions and other duties as assigned

Documentation, records and procedures

  • Review and update Help Desk documentation as assigned

  • Review and recommend modifications to procedures

  • Gather and input data for regular reports distributed by the Help Desk


  • Knowledge of the following technologies: Microsoft Office 365, Microsoft Windows Server, Active Directory, Remote Desktop Services, Microsoft Print Services.

  • Apple Mac OS X experience preferred

  • Demonstrated analytical and troubleshooting skills

  • Demonstrated ability to effectively communicate by phone or in person

  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers

  • Demonstrated ability to work in a challenging environment

  • Shows initiative and acts independently to resolve problems

  • Demonstrated ability to manage multiple priorities and follow through on projects to completion

  • Must be willing, on occasion, to work hours and days outside a typical work week

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Desktop App Assurance Specialist


Posted 6 days ago

VIEW JOBS 11/16/2019 12:00:00 AM 2020-02-14T00:00 Are you passionate and excited about working directly with Microsoft customers and partners to ensure success as they transition their businesses to the Microsoft Cloud? If so, keep reading… We are a diverse group of customer-focused individuals with the goal of driving use of Microsoft 365 in to a customer's business and enabling them to realize business value. We collaborate and share learnings and innovate solutions to enable our customers to increase their usage of the Microsoft Cloud. If you love technology and believe that your abilities can be developed through effort and grit, and it makes your day when a customer or peer thank you for your help, this may be the career opportunity for you. Role Description As a Desktop App Assure Manager/Specialist, your focus is to help customers ensure their custom developed applications run effectively on Windows 10. This is done by identifying their application readiness needs, coordinating with technical resources to drive remediation of application issues, and collecting/reporting feedback and issues encountered to help improve Windows and application compatibility. You will represent Microsoft in communications via phone, email, web to assist customers and partners in readying their applications for Windows 10 or Office Pro Plus. You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success. Your key business metrics will be to: * Obtain high customer and partner satisfaction with the FastTrack Application Readiness service * Drive customer success through effective facilitation of application remediation * Provide high quality data back to the product teams to help drive service improvement Key Responsibilities include: * Facilitate timely and impactful engagement of Application Compatibly technical resources to resolve application compatibility issues with Windows 10/Windows as a Service (WaaS). * Build and maintain strong relationships with multiple contacts within assigned customers. * Maintain strong working relationships with other customer facing account personnel in the Sales, Services, Marketing and Product Management teams. * Gather input from the customer to determine their application remediation needs and effectively track progress of their application readiness activity. * Collect, analyze, and communicate key application compatibly feedback to improve the Windows product and end to end FastTrack Application Readiness process. Required Qualifications Include: * Windows and/or Office Application Development competency: Possess the knowledge and experience with Windows application development to effectively communicate with customer and partner Windows application developers, and coordinate with Microsoft developer support engineers. * Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners. * Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities. * Communication Skills – Spoken and written English (including technical writing). Build trust, drive recommendations, and land priorities across customers, partners, senior leaders (Microsoft-internal and customer Technical and Business Decision Makers), and across organizational boundaries. * Strong organizational/time management skills and the ability to manage multiple projects simultaneously. Background in project and process management preferred. * Proven ability to work across a "virtual team" that has remote team members and crosses organization boundaries. * Able to regularly work in the office (Las Colinas, TX) to foster a team culture that is highly collaborative and focused on making every customer experience perfect. Education: Bachelor's degree in Computer Science, Engineering, Math, or equivalent's experience. Experience: Windows application development, developer support, and/or customer relationship management experience with these technologies. Avanade Dallas TX

Desktop Support Specialist