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.

Responsibilities:

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

Skills/Requirements:

  • 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

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Desktop Support Specialist

Kidkraft