Position Title: Sr. Desktop Support Technician
Position 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.
Bachelors Degree in a related technical discipline is a plus, or the equivalent combination of education, technical certifications or training, or work 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
-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
||Sr. Desktop Support Technician
Opportunity Employer M/F/D/V