Desktop Support Technician at The Computer Merchant, LTD.

• 4+ Years of Desktop Support in Windows Environment
• Windows 11 Migration experience a plus

• 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:

• 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

• 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.