Customer Engagement Redefined
Desktop Support Technician
Location
United States
Posted
2 days ago
Salary
$43K - $45K / hour
Seniority
Mid Level
Job Description
Desktop Support Technician
Radius Global Solutions LLC
Role Description 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 lead 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 make 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. Qualifications - 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. Requirements - Work is generally performed within an indoor work at home environment utilizing standard office equipment. - 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.
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