Desktop Support Technician

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:

• Bachelor’s Degree in the field or 4 Years equivalent experience
• 2+ years of experience working collaboratively in a fast paced technical team environment.
• 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.

Preferred Skills:

• 1+ years of experience with an enterprise desktop management platform or management and creation of PC hardware.
• Outstanding customer service skills and rapport/ Previous experince on EBSCO's Desktop Support team a plus. 
• Intermediate knowledge of Android and iOS
• 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