Desktop Support Technician

This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels., * Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies

• Interview user to collect information about the problem and leads user through diagnostic procedures to determine source of issue
• Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone
• Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff
• Log and track calls using problem management database, and maintain history records and related problem documentation
• Prepare standard statistical reports such as help desk incident reports
• Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate
• Contact software and hardware vendors to request service regarding defective products
• Install personal computers, software and peripheral equipment
• Provide end user systems setup and access
• Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers
• Ensure security of organization pertaining to cameras, DVR equipment and card access
• Support end-user CR Software Platinum
• Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures
• Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Non-Essential Functions

• Perform other duties as assigned

• Associates Degree in a related field and/or 3-5 years of experience
• Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP
• Exceptional problem-solving skills
• Ability to write routine reports and correspondence
• Excellent written and verbal communication skills
• Ability to manage and prioritize multiple projects simultaneously

Working Conditions Work is generally performed within an indoor work at home environment utilizing standard office equipment.

Physical Requirements While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers.

Position Type/Expected Hours of Work Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.