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Desktop Support Technician

Date: Jul 28, 2019

Location: Contoocook, NH, US, 03229

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.

EBSCO’s Corp IT team is looking for a new 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 a divisional employees technical issue. This is a hands on role that includes both remote and desktop user support and serving as an escalation point for help 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 and investigates and analysis more complex inquiries.
  • Escalate tickets to the appropriate support groups as required.
  • Teaches and empowers customers by answering questions, interpreting operating instructions and providing references to online documentation or instructions.
  • Assist in new computer builds/rebuilds and lease return process as required.
  • Maintain and enforce corporate hardware, software and anti-virus policies.
  • Document all support issues 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 and maintain the documentation in the Knowledge Base.
  • Advanced skills in 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.

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, server, and peripheral hardware. Desktop software, various PC operating systems, 3rd party software, email, and web technologies.
  • 2+ years of experience working collaboratively in a fast paced team environment.

Preferred Skills:

  • 1+ years of experience with an enterprise desktop management platform (SCCM, Altiris, LanDesk, etc.) for management and creation of PC hardware.
  • Outstanding customer service skills and rapport.
  • Intermediate knowledge of Android, iOS and Windows 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, 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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