What are the responsibilities and job description for the Desktop Support Technician - GA position at Vensure Employer Solutions?
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About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .
Position Summary
We are seeking a Desktop Support Technician to join our team. The Desktop Support Technician will be able to support the customer with most technical issues from computers, printers, monitors, software, and phones. You will strive to achieve the best customer support through training, knowledge, and ingenuity. You always pride yourself in proper office etiquette and display professionalism.
Essential Duties and Responsibilities
• Work as part of a Desktop Support Team, answering questions and resolving software and hardware issues for employees either in person, via phone or through an enterprise ticketing system.
• Accept technical support calls and emails to the IT Department and track issues to resolution via an enterprise help desk system.
• Respond to telephone support calls, email, and internal requests. This requires support for Accounting, Payroll and HR software applications along with PC and Windows troubleshooting.
• Typical duties may include setup of user accounts, resetting of user passwords, general technology questions, setup and basic troubleshooting of PCs, mobile devices, printers and phones, and configuration and shipping of other devices as well.
• Document, track, and monitor problems to ensure timely resolution of issues.
• Provides hands-on or virtual training to help resolve user issues and develops troubleshooting guides and tips sheets as required.
• Learning new skills from Tier 2 level teams for job mobility.
• Writing knowledge documents for training and educational purposes.
• Project work to assist upper-level teams and gain hands-on experience for more complex duties.
Knowledge, Skills, and Abilities• Exceptional customer service skills in person, over the phone, and through electronic communication.
• Ability to triage and troubleshoot unfamiliar issues.
• Willingness to learn new technologies.
• Knowledge of Microsoft server products, especially Active Directory and Azure.
• Proficient with Microsoft Office with emphasis on Excel and Word.
• Must be able to frequently sit, stand or bend for long periods of time and must also be able to lift 40 pounds and push/pull carts when necessary.
Education & Experience
• Associate degree (A.A.) in relevant technical field from two-year college or university; or 1 year of related experience and/or training; or equivalent combination of education and experience.
• Strong knowledge of both MAC and Windows desktop environments.
• Experience with Office 365 is a plus.
• CompTIA, Microsoft, or other technical certifications preferred.
• Must have knowledge of MAC OS and how to troubleshoot issues with the hardware.
Minimum Qualifications:
• Associate degree in technical field desired
• A , Technical Certifications desired
• 3-5 years of IT experience
• In depth knowledge of both MAC and Windows environments
This position is eligible for the following benefits:
- Health Insurance: Medical, dental, and vision coverage
- Retirement Plan: 401(k) with company match
- Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
- Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
- Additional Compensation: [e.g., signing bonus, commission structure] if applicable
Salary : $135