What are the responsibilities and job description for the Desktop Support Technician position at ADP Workforce Now?
The Technician is a member of the End User Services and Deskside Support team, a professional group of people providing a single point of contact for the efficient resolution of end-user technical problems and requests.
Main duties
• Working as part of the Deskside team, providing level 1 and 2 support for employees.
• Support of all office user base for general IT related issues that require hands and feet support.
• Closely monitoring the incident ticket system and having user tickets resolved within expected SLA’s including VIP tickets.
• Desktop and Laptop imaging.
• Provision and setup laptops, desktops, monitors, and mobile devices following the current policies.
• Ensuring IT hardware inventories are kept updated from asset management perspective.
• Liaising with third party vendors for logging incidents for mobility and office printers/copiers etc.
• Working closely with the customer in a client facing role and ensuring all IT needs and requirements are fulfilled in a professional and timely manner.
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Skills:
• Strong communication skills; both verbal and written
• High degree of comprehension of the issues presented by customers and the ability to obtain sufficient information, quickly and politely, from non-technical customers, and a variety of other sources, to identify root causes accurately
• Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results while maintaining a positive service attitude
• Basic knowledge of Microsoft Windows 10, Microsoft Office 2016, VPN & Remote Access, Network connectivity, Active Directory administration, Citrix & Cisco IP Telephony.
• A “can do” attitude with flexibility over what tasks, especially in regard to front-line support, are undertaken to deliver service to our customers.
• Able to build and maintain effective working relationships with customers at all levels and explain technical solutions to non-technical audiences
• Able to work under pressure, prioritize and execute effectively with a good sense of what matters to IT’s customers
• Highly motivated individual
• Successful team player