Perform onsite analysis, diagnosis, and resolution of complex desktop, printer, or scanner problems for end users in office and/or distribution center environment. Recommends and implements corrective solutions, including remote support for off-site users as needed
Applying, installing, diagnosing, repairing, maintaining, and upgrading PC and Mac hardware, thin clients, and peripheral equipment to ensure optimal workstation performance.
Install, configure, test, patch, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required service levels.
Collaborate with network and server administrators to ensure efficient operation of the company’s computing environment or resolve issues with end-user workstation networking software products.
Maintain assigned work requests in Service Desk tool and resolve within SLA.
Collaborate with other areas of the department to ensure larger problems tickets are addressed and resolved in a timely fashion.
Assist in resolution of escalated support requests.
Liaise with local third-party support and equipment vendors.
Comply with SOX and internal policies and internal controls and company policies.
Perform assigned project work to meet due dates.
Keep process and SOP documentation updated or create new documentation where needed.
User account provisioning including add/remove/change.
Identify and suggest areas for process improvement.
Purchase hardware/software as required by the department, maintain local inventory for quick deployment.
Performs additional duties or assignments as directed by management
Technical Degree in computer science for IT, or related field.
A minimum of 5 years’ experience supporting PC and laptop hardware and software in a corporate environment.
Excellent technical knowledge of PC and Mac and desktop hardware, including printers, scanners and peripheral devices
Excellent technical knowledge of PC operating systems and client configuration in a Hybrid Active Directory environment.
Hands-on hardware troubleshooting experience.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Excellent interpersonal, customer service, and communication skills via email, phone, and face to face required. Fluent in both English and Spanish.
Strong written and oral communication skills in English is required to communicate with the global team.
Ability to present ideas in user-friendly language.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Ability to work independently
Strong customer-service orientation.
Ability to multi-task in a fast-paced environment.