Job Information
Overhead Door Corporation Sr, Desktop Technician - 3125 in Williamsport, Pennsylvania
Sr, Desktop Technician - 3125
DESCRIPTION/RESPONSIBILITIES: Sr. Desktop Support Technician
Position Function: Provide first and second-level IT technical support to internal and external customers in both office and manufacturing shop floor environments for software, hardware and network related issues as reported by telephone, email or in-person requests. This position will perform under general direction of the IT Endpoint Support Manager. Serve as a technical liaison to the IT Service Desk team and a primary escalation point for Tier-2 support issues.
Other Responsibilities: * Strong troubleshooting skills; * Outstanding customer service ability; * Ability to listen and analyze problems along with good technical ability to resolve and document processes and results; * Excellent written and verbal communication skills; * Self-motivated individual with assertiveness and high personal ethics; * Able to develop professional relationships with peers and end-users to enhance team environment; * Must have positive attitude and be people/profit/results oriented; * Strive to be proactive at identifying and resolving potential support issues before impact to customers. * Effectively balance time management while supporting multiple high priority requests. * Support IT issues reported through telephone, email and in-person. * Provide prompt and accurate support of IT systems including software applications, PC's, laptops, mobile devices, printers and network connectivity; * Responsible for first and second-level hardware/OS support of all PCs and laptops, perform troubleshooting of equipment and repair; * Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction; * Support network connectivity for LAN, WAN, dial-up, VPN and Wireless; Ideal candidate has a firm understanding of how to troubleshoot endpoint to switch connectivity and is comfortable managing cabling in IDF cabinets. * Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT Call Logging application; * Follow internal support policies for escalating support to the next level of support as needed; * Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues; * Create documentation and training aids as needed to improve customer knowledge; * Perform software installations and upgrades; * Meet and exceed performance goals related to Ticket Handling and Customer Satisfaction metrics * Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups. * Identify support trends and communicate patterns and impact to peers and management team. * Provide Executive Support to VP's and C-Level Executives. Must have great communication skills and personal presentation. * Assist with IT project-related work in a contributory role. * Develop and document solutions for advanced technical issues within Knowledge Base.
Other Responsibilities: * Strong troubleshooting skills; * Outstanding customer service ability; * Ability to listen and analyze problems along with good technical ability to resolve and document processes and results; * Excellent written and verbal communication skills; * Self-motivated individual with assertiveness and high personal ethics; * Able to develop professional relationships with peers and end-users to enhance team environment; * Must have positive attitude and be people/profit/results oriented; * Strive to be proactive at identifying and resolving potential support issues before impact to customers. * Effectively balance time management while supporting multiple high priority requests.
Skills/Experience Requirements: * 5+ years equivalent technical experience in desktop/laptop support activities, 5+ years' experience in provi ing customer support. * Deep knowledge of Dell computers/servers and HP printer technology; * Working proficiency of Windows 7/10 and network connectivity; * Advanced computer-related hardware and peripheral support; * Knowledge of legacy MS Office XP/2003/2007/2010/2013 required; * Experience with Office 365 email productivity tools; * Experience with ticket tracking software required; * Citrix experience required * Oracle Support preferred; * Experience with Microsoft SCCM and deploying packaged software installations and updates a tremendous plus for this position.
Education Requirements * Associated degree in business or computer science, Bachelor degree preferred. * Technical Certifications a plus - MCP, A+, Network+, etc...
Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity