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Knowledge & Experience:

Knowledge of advanced computer hardware, including laptops, desktops, MAC’s, printers, copiers, and Microsoft Surface devices. Experience with desktop operating systems. Experience in enterprise level asset management using ServiceNow. Extensive application support experience with Office 365, Windows, MAC, and Chromebooks. Knowledge of wireless device support. Working knowledge of a range of diagnostic utilities. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Strong documentation skills.

Personal Attributes:

Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly, and technical language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Job Responsibilities

Strategy & Planning:

Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Alert management to emerging trends in incidents.

Acquisition & Deployment:

Deploy pre-packaged software as needed using automated deployment tools. Assist in software releases and rollouts according to change management best practices.

Operational Management:

Assisting in providing technical support when request volumes are high. Act as an escalation point for advanced or difficult help requests. Build rapport with GDC customers. Escalate incidents with accurate documentation to GETS technician or vendor, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions through internal and external knowledgebase as needed. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Install antivirus software and ensure virus definitions are up to date Microsoft Surface devices. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups with GDC customers as required. Develop help sheets and FAQ lists for end users. Contribute to technician knowledgebase and training as needed. Reinforce SLAs to manage end-user expectations. Provide suggestions for continual improvement.

Experience required: 2-3 Years