Desktop Support - remote, US

Job Description:

Job Description

Interfaces with end users remotely to resolve complex problems concerning system function which have been escalated through a problem ticket process. Assesses diagnostic information and determines alternative courses of action. Recommends and implements process changes.

Coordinates and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Creates plan to implement changes and works with appropriate parties to ensure implementation is meeting expected timeframes, service level agreements and other criteria. Measures, maintains and documents team performance in relation to established goals, time frames and service levels. Revises plans as necessary.

Provides technical services in support of project work; works with project teams to develop, engineer and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines and procedures.

Provides guidance and training to client population on system and products to eliminate recurring errors for systems/products. Escalates issues or concerns as appropriate. Recommends changes to procedures and processes; implements as approved.

Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.

Creates and maintains systems software and hardware documentation and assesses system information where appropriate.

Qualifications

• Ability to work with remote clients

• Excellent Communication needed to walk clients through clear instructions

• Understanding how to troubleshoot printers. A lot of times we need to instruct clients to do things to the printer itself and we need to clearly communicate what needs to be done, but also have extreme patience since there will be a lot of times where the client doesn't do what is instructed.

• Understanding how to troubleshoot network issues. This one involves anywhere from having the client physically check their router, modem, and connections to troubleshooting their devices network drivers and VPN software. 

• Understanding how the Dell BIOS menu and the One Time Boot menu look like. This one has help us in the past with getting client machines running again by carefully instructing clients through the menus and how to flash their BIOS (preferred)

• Troubleshoot Microsoft Office 365 applications

• Understanding how to install and repair applications. May need to work with the Registry at times to make applications start up. Also, needs to understand how to completely purge an application in order to get a correct installation onto a device.

• Know how to …