Desktop Support

Job Description

We are looking for a Field Services Analyst to provide Desktop Support at our client. They are the world’s leading technology provider for bearings and units, seals, mechatronics, services and lubrication systems.

This individual will be responsible for providing technical assistance to end users at their site in Falconer, New York. This person will install, upgrade and troubleshoot hardware and software systems. The most important attribute this individual will need is great customer service and attitude. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

This position would join a team of 15 Field Service Analysts providing end user support for over 3,500+ devices. The team is spread throughout the country at various sites.

This individual will be responsible for providing technical assistance to end users. The Sumter site has 300+ devices that are being supported. This person will help install, upgrade and troubleshoot hardware and software systems. The most important attribute this individual will need is great customer service and attitude. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities:

- Onsite incident resolution

- Address user tickets regarding hardware, software and networking

- Respond to IMAC (install, move, add, change) requests

- Walk customers through installing applications and computer peripherals

- PC Managed refresh

- Network Printer troubleshooting

- Ask targeted questions to diagnose problems

- Guide users with simple, step-by-step instructions

- Test alternative pathways until you resolve an issue

- Customize desktop applications to meet user needs

- Direct unresolved issues to the next level of support personnel

- Follow up with clients to ensure their systems are functional

Technologies:

- Windows XP, 7, 10

- MS Office Suite (Word, Excel, PowerPoint, etc.)

- Lotus Notes

- Microsoft SCCM

- Hardware support: PC, Laptop, Mobile (iPhone and Android), Printers

Requirements:

- Customer-oriented attitude

- 1+ years of IT Support experience (preferable Desktop Support)

- Hands-on experience working in a Windows environment

- Experience troubleshooting hardware and software issues

- Ability to perform troubleshooting and provide clear instructions

- Excellent problem-solving and multitasking skills