Desktop Support Associate

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Requisition ID: 123882
Job Category: IT
Location: United States-Nevada-Las Vegas-625 Pilot Road Suite 200 89119
Posted Date: 9/5/2017 10:01:31 AM
  • The Desktop Engineer I – (IT Support Services) position serves as a central point of contact to complete end user and management requests in regards to problems or implementations at the desktop/workstation level. 
  • Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution or escalate to appropriate support technician and/or department.
  • Maintains accurate documentation in the Alorica Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action. 
  • Configures and provides instruction in the use of software applications on desktop computers for employees.
  • Provides in-depth support on Windows applications, network connectivity, user accounts, network printing, and any other hardware/software issues.
  • Works with other Technology Support staff to implement and maintain internal and external applications.
 
Time Spent on Primary Activities:
  • End user support - 90% (Desktop troubleshooting, client/customer support, hardware/software maintenance).
  • Documentation and inventory - 10%
 
Educational Requirements:
  • Bachelor’s degree with a minimum of 3 years’ experience with computer operations required.  Related experience may substitute for college course work.
 
  • Experience in providing technical support for PC’s and local area network preferred.  Three + years working in a Windows networking environment.
  • PC hardware knowledge with the ability to troubleshoot hardware issues and experience interfacing with vendor support organizations.
  • Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.
  • Experience in a Windows NT 4.0/2000/XP/7 environment.
  • Proficiency with both using and maintaining MS Office suites.
  • Experience using Fog, Symantec Ghost or other related imaging software.
  • Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
  • Ability to discuss and diagnose problems with computer hardware/software with remote users.
  • Excellent troubleshooting and analytical skills.
  • Organizational and multi-tasking skills.
  • Very good interpersonal, writing, presentation skills. Ability to communicate with most levels of management and across functional lines
  • Ability to work independently with general supervision.
 
Responsibilities:
  • Responsible for maintaining, configuring, and upgrading computer systems.  Performs minor computer repairs and coordinates vendor support for more critical repairs.
  • Responsible for maintaining and updating hardware and software inventories on desktop and server equipment. 
  • Required to carry a cell phone/pager and be on call for emergencies.
  • Occasionally required to perform job duties outside of normal business hours.
  • Build and maintain positive relationships with customers and all internal departments to deliver a high level of service.
  • Physical movement of computer related equipment.
  • Meets or exceeds departmental metrics as established over time.
  • Must account for time daily in Alorica Project management/Time reporting system.
 
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