Desktop Support Technician (Atlanta Local Only)

Mac Book experience

In-tune Azure experience

Mission:

Provide the best possible "white glove " customer service by working with customers to resolve

their technical related problems in a swift manner as well as providing accurate responses and

solutions.

Experience:

• Two-year prior Support Center experience, working in a fast-paced environment directly supporting

Desktops and Laptops.

• Proven ability to meet service goals consistently.

• One-year prior Windows administration and Active Directory experience.

• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.

Metrics

Listed below are the key metrics that will be used to measure success of this role:

• Customer Satisfaction

• Time to Close

• Completion of Group Projects

Competencies:

Listed below are the key competencies required to be successful in this role:

• Honesty/ Integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right,

not just what is politically expedient. Speaks plainly and truthfully.

• Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new

information.

• Attention to Detail: Does not let important details slip through the cracks or derail a project.

• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.

• Organization and Planning: Plans, organizes, schedules, and budgets in an efficient, productive manner.

Focuses on key priorities.

• Calm under Pressure: Maintains stable performance when under heavy pressure or stress.

• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.

• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has

a record of accomplishment of working hard.

Responsibilities:

Listed below are the responsibilities for this role:

• Cultivate and manage relationships with customers.

• Prioritize work and meet deadlines.

• Support and deploy company desktops and laptops.

• Document resolutions for other teams and team members to use.

• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the

benefit of customers and IT.

• Support on-going Device Support projects.

• Be flexible to meet the needs of the team or current project, which sometimes requires nights and

weekends.

• Maintain application packages for deployment through MECM/SCCM and Intune.

• Participate in building Gold image for company desktops/laptops.

• Follow policies and procedures on computer and software deployment and decommissioning.

• Function as a point of contact for incidents and service requests from end users by phone and email.

• Solve problems and be able to present technical information to users with different technical skill levels.

• Communicate effectively with customers, coworkers, and management.

• Configure Apple devices in Airwatch or Intune.

• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and

more.

• Cross train and assist others when necessary.

• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge,

Chrome, timekeeping, customer presentation applications, VPN, and others.

• Employ device management tools in supporting users and requested applications.

• React to change productively and handle other essential tasks as assigned.

• Be an active member of the Device Support Services team.