NEW***Desktop Support Specialist

With BlueSky Resource Solutions in Atlanta GA US

More jobs from BlueSky Resource Solutions

Posted on November 08, 2019

About this job

Job type: Full-time
Role: Desktop Developer, Mobile Developer, System Administrator

Technologies

ios, windows, sysadmin

Job description

Provides second-level support, diagnosis, and onsite desktop and walk-up support to customers of the Corporate IT Shared Services organization and assists with team performance metrics on an as-needed basis.

Qualifications:

  • A minimum of two years practical experience in the Computer Support field
  • Exceptional customer-service approach
  • Operating systems: Windows 10 and iOS is a plus
  • Microsoft Office Applications, O365 is a plus
  • Experience with mobile devices and mobile email
  • Experience with troubleshooting network-related issues, such as client connectivity

Responsibilities:

  • Assist with PC reimages, deployment, and maintenance
  • Manage assets
  • Work with team members to develop, approve, validate, and maintain problem-resolution databases
  • Interpret, analyze, diagnose, document, and resolve first and second-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis
  • Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources
  • Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller’s satisfaction
  • Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions
  • Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
  • Work to improve consistently all call-handling and resolution processes
  • Computer hardware replacement
  • Work with third-party vendors to resolve issues when applicable
  • Create knowledge base articles
  • Perform other job-related duties as assigned or apparent

Competencies:

  • Agility/Collaborate/Communicate
  • Big Picture/Global Customer
  • Initiative/Innovate/Learn
  • Lead/Influence/Change
  • Problem Solve/Results
  • System Design/Deploy/Support

Apply here