This position will provide best overall desktop support experience for the internal team members at AutomationDirect. This position will be responsible for anything technology on the end user’s desk. This will include workstations, mobile devices, voip phones, etc. including the software and applications installed on them. This position will need to use their expertise on desktop support to bring end users back to a working state within the agreed upon SLA .

Queue management and end-user support –

• Work with end-users to prepare, configure and deploy desktop computer systems that meet their needs and adhere to AutomationDirect standards.
• Install, configure, and support multiple desktop applications including Windows Office suite.
• Prepare, configure, deploy and maintain mobile devices including iPhones and iPads.
• Ensure assigned incidents are resolved in a timely manner, follow up with end-users and document the solution
• Coordinate and work with 3rd party support vendors in aiding the end-users.

Desktop support process and procedures –

• Enter and maintain the IT Assets process from purchase to decommission including cycle counts
• Maintain system setup and deployment records regarding system configuration per team in the company.
• Maintain desktop images using imaging solution.
• Review and update Service Desk documentation including knowledge-based articles, handouts or other information including company presentations.
• Maintain printers and contracts for AutomationDirect
• Maintain hardware and software, including upgrades and software installations

Qualifications:

• Requires 2+ years of desktop support experience
• Requires A+ Certification (or equivalent)
• Requires knowledge of PC hardware, software and network troubleshooting skills
• Requires an understanding and ability to articulate the concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests and their practical applications.
• Requires excellent problem-solving skills
• Requires strong customer service skills
• Requires excellent interpersonal, oral and written skills
• Requires excellent skills with windows 7/8/10 and Mac OSX.
• Requires strong discipline with asset management.