IS Desktop Support Staff

Serve as one of the main points of contact for support issues received by the Desktop Support Team and an escalation point for unresolved issues. Requirements: 1-3 years directly related experience HS Diploma or GED Valid Driver#s License and satisfactory driving record Strong communication and customer service skills Experience with Remote Access/Control Software, Windows 10, Dell Laptop/Desktop experience a plus, Track it ITSM tool, MAC OS support experience Major Responsibilities: Provide friendly, customerâ€'focused support centered on communication and follow through to confirm resolution of all support requests. Escalate all support requests that are unable to be resolved quickly to IS Senior Desktop support and/or other teams within IS to facilitate prompt resolution. Provide prompt identification, analysis, and diagnosis of all support issues; provide customers with frequent updates on the status of their support request including an ETA for a resolution. Proâ€'actively participate in the creation, implementation, and maintenance of all IS Desktop Support best practices, protocols, and knowledge base articles. Deliver, set up, and assist in the configuration of endâ€'user PC desktop hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software. Serve as the main point of contact for Mac support; installation, set up; support and maintenance. Perform work on Projects and other duties as assigned by management. Participate in off hours onâ€'call rotation. Travel to offsite locations within the organization to assist with IS issues or projects may be required.

Serve as one of the main points of contact for support issues received by the Desktop Support Team and an escalation point for unresolved issues.

Requirements:

• 1-3 years directly related experience
• HS Diploma or GED
• Valid Driver's License and satisfactory driving record

Strong communication and customer service skills

• Experience with Remote Access/Control Software, Windows 10, Dell Laptop/Desktop experience a plus, Track it ITSM tool, MAC OS support experience

Major Responsibilities:

• Provide friendly, customerâ€'focused support centered on communication and follow through to confirm resolution of all support requests.

• Escalate all support requests that are unable to be resolved quickly to IS Senior Desktop support and/or other teams within IS to facilitate prompt resolution.

• Provide prompt identification, analysis, and diagnosis of all support issues; provide customers with frequent updates on the status of their support request including an ETA for a resolution.

• Proâ€'actively participate in the creation, implementation, and maintenance of all IS Desktop Support best practices, protocols, and knowledge base articles.

• Deliver, set up, and assist in the configuration of endâ€'user PC desktop hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software.

• Serve as the main point of contact for Mac support; installation, set up; support and maintenance.

• Perform work on Projects and other duties as assigned by management.

• Participate in off hours onâ€'call rotation.

• Travel to offsite locations within the organization to assist with IS issues or projects may be required.