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Job Description: Position Title: Sr. Desktop Support TechnicianPosition Location: Troy, MI Status: Green Card Duties and Responsibilities: -Provides end-user support including the installation, maintenance, security, and troubleshooting of hardware, software and telecommunication systems. Ensures the continuous and efficient operation of computer and telecommunications systems. -Responds to trouble tickets and requests in a timely manner. Documents all issue resolutions through trouble ticket tracking system. Escalates complex issues to the supervisor and keeps the supervisor abreast of progress. -Assists in the coordination of IT deployments within an assigned office. Images existing and new hardware needing deployment. Ensures standardization of configurations and provides hardware and software updates. -Maintains security patches, software functionality, and active operation of network computers. -Keeps abreast of industry best practices in desktop support technology. Education: Bachelors Degree in a related technical discipline is a plus, or the equivalent combination of education, technical certifications or training, or work experience. Experience: -Minimum 4+ years of experience in desktop server, or network support, preferably in a contact center environment -Lean Six Sigma (LSS) a plus -Familiarity with Genesys Suite of Products a plus Additional Skills: -Ability to communicate orally and in writing at a level sufficient to provide technical information to non-technical people -Knowledge of basic security principles (anti-virus/anti- spam/firewall/patching/network access). -Ability to troubleshoot and provide technical support for computer and telephone systems and related peripheral equipment -Knowledge of desktop and laptop computers and related peripheral equipment. -Basic understanding of information systems used to manage trouble tickets, requests, and control inventory. -Ability to use Microsoft Office suite of applications (including Word, Excel, PowerPoint, Outlook). -Ability to configure hardware and software to maintain standard system designs -Ability to troubleshoot and resolve problems in a timely manner -Strong interpersonal skills and a friendly, approachable demeanor -Must be able to work some overtime as needed and/or without advance notice -Able to work Saturdays and Shifts as needed
An Equal Opportunity Employer M/F/D/V |
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