Desktop Support Administrator

MUST HAVES

  • Someone with PROVEN Customer Service Skills
  • Preference to those that have worked in a multi-national environment
  • Has directly supported an environment with over 300 users (here, in Morrisville, they will be directly supporting over 600 users).

 

POSITION SUMMARY:

 

Provide technical support to the surrounding user community, identify and resolve computer software and hardware challenges. Perform telephone support when necessary. Document user inquiries and problems and work towards their solution. Provide one-on-one end-user training and assistance on a variety of software applications and computer hardware. The Desktop Support Admin will split responsibilities between three manufacturing sites in the Maple Grove area.

 

PRINCIPAL RESPONSIBILITIES:

  • Support customer issues and requests by creating, tracking, and documenting solution in a support database and monitoring the support queue.
  • Install, configure, test, maintain and troubleshoot customer workstations and related hardware and software.
  • Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions.
  • Troubleshoot network connectivity issues including wireless access points, devices connected to the wireless network, preliminary bandwidth issues and printer routing problems.
  • Act as designated IT point of contact for facilities in case of any IT-related emergency or maintenance.
  • Consult with customers to assist in obtaining hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).
  • Maintain tact and composure in stressful situations; communicate effectively and work cooperatively with other staff members and customers of technical services; and establish and maintain effective working relationships with management, team members, other staff, and customers.
  • Must be able to interpret and make decisions in accordance with regulations and established policies.
  • Supervised by Manager, Regional Service Support US/Canada through reports, meetings, and conferences regarding results expected and achieved.
  • Act as overflow to the Service Desk during high volume times.
  • Inventory Control tasks may include verifying serial numbers on equipment and updating records
  • Performs other related duties as assigned.
  • Travel to remote sites and meetings as needed.

 

EDUCATION / EXPERIENCE REQUIREMENTS:

·         A degree in Information Systems preferred or

·         5 years of technical and 3 years of customer service experience required.

·         Proficiency with Microsoft Office Products (Office365).

·         Corporate experience directly supporting Windows 7 and 10.

·         PC encryption

·         Experience delivering hands-on customer training.

·         Skilled with Polycom AV conferencing devices (Trios and Group Series)

·         Experience with the following is preferred: Windows 7 & 10, Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Skype for Business, VPN, Remedy Call Tracking System, LANDesk, Dell and Lenovo laptops and desktops, HP, Dell and Ricoh printers.

 

SPECIALIZED SKILLS & OTHER REQUIREMENTS:

·         Exceptional Customer Service skills are highly valued.

·         Must have the ability to effectively and quickly troubleshoot computer problems. Must be able to independently resolve complex problems using current job knowledge and using research and external resources.

·         Must possess strong interpersonal and oral communication skills, excellent attention to detail and the ability to effectively prioritize and execute tasks.

 

 

*To apply directly please email me at rodt065@kellyit.com*

Why Kelly®?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100™ companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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