Desktop Support Technician (Atlanta Local Only)
Datum Technologies Group, Atlanta, GA, United States
Overview
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 CompTIA Certifications preferred.
Metrics
Listed below are the key metrics that will be used to measure success of this role:
Completion of Group Projects
Competencies
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.
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.
Be flexible to meet the needs of the team or current project, which sometimes requires nights and
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.
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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 CompTIA Certifications preferred.
Metrics
Listed below are the key metrics that will be used to measure success of this role:
Completion of Group Projects
Competencies
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.
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.
Be flexible to meet the needs of the team or current project, which sometimes requires nights and
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.
#J-18808-Ljbffr