Desktop Support Engineer - Westcor Land Title Insurance Company

POSITION SUMMARY:
Works across a broad range of technologies and liaises across multiple business areas to support incidents, problems and requests. Responsible for answering IT requests via phone, email, or web tickets and explaining solutions in technical and nontechnical terms.

Essential Functions:

• Provide troubleshooting and first-level technical support via phone, web-based tools, and email
• Record, track, and document incident reports, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
• Provides advice and guidance to colleagues regarding incidents
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Create, maintain, and distribute reports of progress to senior leadership
• Explain and document technical issues in a clear way to clients
• Assist with physical PC workstation moves (PCs, Monitors, Phones, Printers, etc.)
• Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented
• Enforce the security of employee computers and data by ensuring operating system updates and virus protection are installed and finding and eliminating malicious applications
• Ensure new equipment is appropriately asset tagged and maintain equipment inventories
• Assist in the new employee onboarding process by configuring hardware, software, system account access, and deploy or ship equipment as needed
• Be punctual and meet commitments and deadlines
• Ability to prioritize and manage several milestones and projects efficiently
• Must be great at listening, team building, and communications skills, both verbal and written
• Must be self-motivated, organized, and detail-oriented
• Ability to perform root cause analysis on various types of system and equipment issues.
• Ability to succeed in a fast-paced environment and being a team player
• Ability to accept and learn from constructive criticism
• Demonstrate outstanding customer service skills
• Must be willing to travel
• Any other duties as assigned

Education and Experience:

• 1+ years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
• Relevant certifications and degree a major plus
• Knowledge of basic computer hardware and software products
• Knowledge of Windows 10, MS Office 365, Active Directory, Citrix, VPN, various mobile devices, printers, and network systems.
• Skills in problem solving/troubleshooting.
• Experience installing and configuring computer systems and applications
• Experience with ticketing systems is highly preferred.

Physical Demands

• The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The majority of work is performed in an office environment, with some fieldwork required. The employee is occasionally required to stand; walk; crawl under a desk, climb ladders, use hands and fingers to type, handle, or reach. The employee must frequently lift and/or move up to 50 pounds.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

NOTE: This job description is not intended to be an exhausted list of duties, responsibilities, or qualifications associated with the job.

Westcor is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. We are dedicated to providing equal employment opportunities for all employees and ensuring that our employees have a workplace where they feel safe from discrimination and harassment. Candidates for employment with Westcor are selected based on the skillset that aligns with the essential functions of the role, education requirements and fit for company culture. No consideration is given religious affiliations national origin, sexual orientation, color, gender, age, physical or neurological disability, military service, genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.

NOTE: This job description is not intended to be an exhausted list of duties, responsibilities, or qualifications associated with the job.

CA Privacy notice: https://wltic.com/westcor-california-job-applicant-privacy-notice/