The sr deskside specialist will be supporting centers across the network with daily projects and activities as directedResponsibilities include maintenance of it equipment throughout the environment, managing multiple customer requests simultaneously including troubleshooting of all it related equipment such as pcs, wireless handheld devices, thin clients, printers, macs and other end user devicesThe position will also require supporting of multiple locations remotelyThis position reports directly to the it manager of application support.
Primary responsibility is user support and customer service.
Being present and available to clients requiring technical assistance.
Respond to questions from emails and callers
Follow standard deskside operating procedures; accurately update tickets using the defined tracking software and processes.
Become familiar with the systems, network, database, desktop engineers, programmers, developers, and each team in the it department.
Other duties as assigned by the it manager of application support
General requirements:
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize the applications for microsoft office for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; good phone skills,
Professional demeanor, previous customer service experience strongly desired.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to work with or without direct supervision.
Operational
Take ownership and responsibility of issues from start through to a successful resolution.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Provide moderately complex technical support for end users
Lead installation, configuration, and maintenance efforts related to computer operating systems with an emphasis on mac os
Develop sound understanding of it operations and related applications and it systems as well as business related processes and procedures.
Develop technical knowledge of each system within the company.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
Core competencies:
Working with people
Applying expertise and technology
Analyzing
Learning & researching
Planning & organizing
Delivering results and meeting customer expectations
Achieving personal work goals and objectives
Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
Experience/knowledge & skills
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Support for computer hardware and any authorized desktop software.
When the restoration is beyond the scope of the deskside specialist, he/she will escalate the issue/problem to proper tier 3 support team members.
Ensure courteous, timely and effective resolution of end user issues.
Identify and learn appropriate software and hardware used and supported by the organization.
Reinforce slas to manage end-user expectations
Qualifications
Associate degree in computer science and 3-5 years’ work experience in the specialty area or an equivalent combination of education and experience, required
Experience troubleshooting integrated and interdependent computer systems with an emphasis on mac os
Ability to prioritize work based on department and production objectives
Excellent written and verbal communication skills
Ability to work and make decisions independently in a fast-paced environment.
Additional frontdoor total rewards information: we are passionate about empowering our people, and are creating an environment where associates are engaged and excited to be part of taking the hassle out of home ownershipOur approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase planThe incoming salary for this role is $55000 for the minimum level of experience outlined in the requirements for this role; however, the salary we ultimately offer will typically increase commensurate with experience.
Frontdoor is a company that’s obsessed with taking the hassle out of owning a homeWith services powered by people and enabled by technology, it is the parent company of four home service plan brands: american home shield, hsa, landmark and oneguard, as well as ahs proconnect , an on-demand membership service for home repairs and maintenance, and streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platformFrontdoor serves more than two million customers across the u.sThrough a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 techniciansThe company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliancesWith nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).for more details, visit frontdoorhome.com.
Job category: information technology
Id: r0015816
