Job Summary: This position provides second and third level support in a customer-centric environment to ensure that service levels are achieved. Responsible for monitoring the daily operations of the hardware service desk, handling escalations, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics. Makes judgments and recommendations based on the analysis and interpretation of data.
Essential Duties and Responsibilities: • Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement. • Communicates frequently with end users, peers, and various levels of management across the firm. • Works closely with vendors and/or other client teams to facilitate issue resolution. • Ensures users are provided with efficient and timely second level support. • Resolves issues in a professional manner and accurately communicates pertinent information to create a positive work environment and customer service. • Establishes best practices, processes, systems, and policies for the entire technical support process. • Interfaces with users of technology, employing a high degree of tact and diplomacy. • Maintains team competency and enhances professional growth and development through continuing education. • Provides training on new hardware and/or software applications as requested. • Attends conferences, local industry user group meetings, and reads industry-related publications to stay abreast of technology advances, especially in the Desktop Support field. • Ensures that effective End User Support representation takes place for the coordination of work processes and projects with other departments. • Collaborates with various levels of management to ensure that strategic projects are completed successfully. • Assists in determining hardware selection and corporate standards. • Designs and implements improved processes. • Recommends changes to processes to fulfill customer needs. • Establishes relationships with technology vendors. • Responsible for vendor management activities when applicable. • Leads small-medium projects to successful completion as defined by predetermined project success criteria. • Performs other duties and responsibilities as assigned.
Qualifications
Knowledge, Skills, and Abilities:
Knowledge of: • General technical knowledge and background in information technology support highly preferred. • Excellent understanding and/or demonstrated working knowledge of PC and workstation hardware and PC applications/operating systems such as Office, Outlook, Windows, etc. preferred. Ability to: • Enhance the client experience. • Build and maintain strong internal and external relationships. • Gain competitive advantage by developing, supporting, and/or promoting innovative strategies, products, or processes that align with the firm's vision and goals. • Encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities. • Execute business and organizational objectives that support sustained revenue growth and effectively leverage people and processes. • Occasionally work a non-standard shift, including nights and/or weekends and/or have on-call responsibilities.
Education/Previous Experience: • Bachelor's Degree (B.S.) in Computer Science, MIS, Business, or a related degree with a minimum of six (6) years of relevant experience.
Last updated on Nov 2, 2023