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Form of work
SalaryPosition Summary:
The Desktop Support Technician is part of a technical team supporting desktops and laptops throughout The Weather Channel. Responsibilities include reviewing open desktop ticket queue, attending to walk-ups and putting in the appropriate ticket, performing first line troubleshooting for end users before escalating to other teams, repairs, hardware and software installation, and phone configuration and installation.
SPECIFIC RESPONSIBILITIES:
- Monitor ticket queue and respond and resolve open tickets within established service levels.
- Document cause and resolution of issues into the knowledge base.
- Learn and provide technical support for new technologies.
- Maintains current standard software images on a shared network server.
- Acts as the first point of contact for desktop issues and concerns.
QUALIFICATIONS
KNOWLEDGE
- BA/BS in Computer Science and five years hands-on technical Desktop Support, or equivalent combination of education and experience.
- Previous desktop hardware and software support.
- Knowledge of Windows operating systems and desktop configuration (7, 10).
- Knowledge of MAC operating systems.
- Working knowledge of network fundamentals (Ethernet, TCP/IP).
- Understanding of email systems and desktop configuration.
- Advance knowledge of PC hardware and support.
SKILLS
- Proven ability to troubleshoot, research and resolve hardware and software relevant issues.
- Ability to work closely with customers to define issues and business needs.
- Ability to work with minimal supervision.
- Experience handling multiple tasks and priorities.
- Exceptional interpersonal teamwork skills.
- Excellent verbal and written skills with capability to communicate technical information to customer level and document detailed instructions to assist in problem resolution.
- A+ certification, Big Fix, Crowdstrike, Google email, Active Directory, AWS, Azure, GCP, or Citrix workspaces experience a plus.
BEHAVIOR
- Must be proactive in resolving problems.
- Provide prompt and effective customer care.
- Remain calm and make rational decisions during critical situations.
- Self-driven to accomplish goals and meet deadlines.
- Develop and implement process improvements.
- Provide positive reinforcement and motivation to team members.
- Researches problems before taking action.
- Can give and receive feedback openly and objectively.
- Carries out the spirit and commitment to the company, department, and team goals and mission.
- Willingness to learn specialized Media software support on Laptops and Desktops.
