Desktop Support Associate

• Full-time

• 2144 Brighton Henrietta Townline Rd.. Rochester, NY 14623

• Starting at $18.92

• Desktop Support Associate

You’ll report to the Senior Supervisor – Desktop Support/NA IT Manager. You’ll contribute to success of the business by leading and resolving the associates' technical issues and bringing amazing support.

The Desktop Support Technicians must meet the following requirements

• IT related bachelor's degree or equivalent experience in IT

• Intermediate IT knowledge and desktop support – immediate knowledge on hardware and software navigation and troubleshooting

• Basic Switch commands for VLAN assignment

• Knowledge of how to find mac address of devices on network

• Ability to work with minimal supervision by using KB, Job aids, and team chats for assistance. As well, as reaching out to your Supervisor and Manager.

• Proactively recognize, translate, and resolve technical issues affecting agents on site and off site

• Provide user level technical support by installing, configuring, maintaining and troubleshooting PC hardware and software issues

• Bridge an end-to-end resolution during the help ticket life cycle while performing administrative functions as required

• Work to resolve issues remotely by walking the associate through troubleshooting processes

• Monitor and prioritize ticketed requests based on status, updates, and escalations

• Ability to lift 50lbs.

• Must be able to work within the operational hours of 7:00 am – 7:00 pm Monday to Friday. and be on-call for off hour outages and weekend assignments as approved.

During a Typical Day, You’ll...

• Proactively recognize, translate, and resolve technical issues affecting agents on site through reading between the lines and connecting the dots with your basic IT and desktop navigation knowledge

• Provide user level technical support by installing, configuring, maintaining and troubleshooting PC hardware and software issues

• Bridge an end-to-end resolution during the help ticket life cycle while performing administrative functions as required

• Work to resolve issues over zoom by walking the associate through troubleshooting processes

• Monitor and prioritize ticketed requests based on status, updates, and escalations

• Your expected to be able to work closely with your supervisor and colleagues.

  In addition to the above Staff must provide the following:

• Follow TTEC Cirt processes for on-site locations

• Maintaining printer IPs (network connectivity)

• Server ops is responsible for Printme Software

• Maintain hardware

• Repair or decommission as needed

• Image new hardware for domain

• Maintain hardware images with updates to software, policy changes, etc

• Troubleshoot and solve almost all employee issues (that have anything to do with a PC or phone), fix, redirect, or escalate

• Assist Client with troubleshooting and solving issues with the Client’s programs, connectivity, etc.

• Operate AskNow (ServiceNow) ticketing processes and meeting SLA

• Operations requests for system/software issues

• Resolving tickets per TTEC process and procedures

• Effective trouble shooting to resolve issues quickly and efficiently

• Meet TTEC metric goals and expectations

• Having 1 on 1 meetings with supervisor

• Click to Apply (https://evoportalus.tracker-rms.com/KnowledgeBuilders/apply?jobcode=16108)