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Desktop Support Tech (Temp)

Date: Jun 3, 2021

Location: Contoocook, NH, US, 03229

Company: EBSCO Industries Inc

EBSCO Industries, headquartered in Birmingham Alabama, was founded by an entrepreneur who was passionate about honoring our commitments to our customers, rejecting the status quo, and seeking to continuously improve our team. We continue to operate that way today, with a passion for our people and our businesses succeeding together. EBSCO has a variety of businesses that are within 5 different industries including Information Services, Publishing, Manufacturing, Real Estate and Insurance Services. We hire passionate people, driven to grow, because we know the success of EBSCO depends on the long-term success of our businesses and our teams.

EBSCO’s Corp IT team is looking for a temporary Desktop Support Pro to join the team. On a day-to-day basis the desktop team can be found fixing connectivity issues, helping setup a critical presentation, building/configuring new laptops, or remoting into to a fix an employee’s technical issues. This is a hands-on role that includes both remote and desktop user support and serving as an escalation point for service desk staff, assisting with more complex, time consuming issues, or issues that require hands-on support.

 

Primary responsibilities include:

  • Provide technical support for complex support issues, for internal customers via email, phone, or other methods.
  • Possess a strong understanding of the organization's products and services
  • Escalate tickets to the appropriate support groups as required.
  • Teach and empowers customers by answering questions, interpreting operating instructions and providing references to online documentation or instructions.
  • Assist in new computer builds/rebuilds
  • Maintain and enforce corporate hardware, software, and security policies.
  • Document all support interactions in the ticketing system.
  • Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
  • Resolve problems by using documented processes and best practice corrective processes.
  • Create/update support documentation submissions to the Knowledge Base.
  • Mobile device troubleshooting and assistance.
  • Ability to process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
  • Deploy and support Voice over IP phone hardware and software.
  • You will be required to work in the office at least three days a week and potentially more to cover certain projects.

 

Required Skills:

  • 1+ years of experience working with laptop and desktop hardware and software, including Apple Mac and Windows based systems. Experience should include desktop, laptop, mobile, and peripheral hardware. Familiarity with Microsoft Office software, email, remote support tools, and web technologies.
  • 2+ years of experience working collaboratively in a fast-paced technical team environment.

 

Preferred Skills:

  • Outstanding customer service skills and rapport.
  • Intermediate knowledge of Android and iOS Mobile Operating Systems.
  • Intermediate knowledge with Mobile Device Management Solutions.
  • Intermediate knowledge of Microsoft Print Server Management.
  • Intermediate understanding of switch port management.
  • Able to perform intermediate Desktop Management Solution Administration tasks using systems such as: SCCM, Altiris, LanDesk, etc.
  • Familiarity with Microsoft Print Server Management
  • Bachelor’s Degree in the field or 4 Years equivalent experience

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Concord
Nearest Secondary Market: Manchester

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