The Desktop Support Technician I provides support to end users on a variety of issues; this includes identifying, researching, and resolving technical problems. The Desktop Support Technician II will rely on instructions and pre-established guidelines to perform the functions of the job and may involve use of problem management databases and help desk system. This position works under immediate supervision and primary job functions do not typically require exercising independent judgment.
Maintain a Windows-based PC network and support upwards of 5000 call center users
Handle both physical and software aspects of workstations
Configure phones to work with telecommunication system
Provide both user and front line helpdesk support
Support of user base on internal and 3rd party applications such as MS Office and phone system
Monitor ticketing system and all inbound ticket queues
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution.
Participate in on-call/after-hours rotation
Assist the Server and Network teams with hands-on needs for the local infrastructure
Troubleshoot network devices, printers, and business specific applications
Maintain technology proficiency standards as required for the systems to be supported
Qualifications and Skills
Experience or equivalent certifications demonstrating proficiency supporting Microsoft products
Associates degree preferred or combination of industry certification and practical
5 years of experience in the field or in a related area
Previous Help Desk experience preferred
Knowledge of commonly-used Help Desk concepts, practices, and procedures
Ability to demonstrate knowledge in applicable areas of technology
Intermediate knowledge in hardware and networking, with particular emphasis on Remote Infrastructure Management
Ability to provide excellent customer service interdepartmental communication
Proven ability to effectively manage multiple priorities and meet deadlines
Excellent written and verbal communication skills with a demonstrated ability to make difficult concepts easy to understand to non-technical clients
Demonstrated ability to excel both independently and as a team member in a diverse and challenging environment
About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.