7006 - Desktop Support Technician
About The Position
Job Purpose: The Desktop Support Technician role will solve complex problems involving broad, in-depth product knowledge. This role will drive customer communication and keep the customer informed at all times, always having customer satisfaction as the primary goal. The Help Desk Technician’s goal is to provide best-in-class and high quality technical support for the assigned core technology and be able to work on difficult customer issues. Essential Job Functions: Engage in WFG company culture that emphasizes engagement in our 4 Cs, quality of work and high performance. Monitor Service Desk for tickets and respond to technical support requests by using various tools and processes to troubleshoot and isolate issues. Enter and/or update new/existing tickets and keep users informed of status. Provide event root cause investigation as necessary. Document procedures and application troubleshooting steps as necessary. Escalate complex technical issues to IT Operations for continued support. Work with IT Operations and application support teams to troubleshoot and document application and system issues. Communicate with internal users, and other Helpdesk Technicians regarding case status, prioritization, and resolution plans. Establish a close working relationship across multiple departments.
Requirements
- Ability to prioritize, plan, organize, and complete multiple tasks/projects within assigned time lines.
- Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues.
- High energy; ability to get things done.
- Excellent oral and written communication skills.
- Ability to work effectively with cross-functional departments.
- Must have strong teamwork skills and have demonstrated ability to interface with all levels of employees.
- Must have excellent written and verbal communication skills.
- Must be able to self-manage time and strategically contribute to the IT and application development teams.
- Familiarity and comfort with current software technology and tools, including Microsoft Office 2010--2016 applications such as Outlook, Word and Excel.
- Working knowledge of help desk software and remote control support.
- Detail oriented with the ability to follow procedures.
- Must be able to multitask and prioritize tasks based on severity and customer impact.
- Technical degree in computer science/IS and operations and/or equivalent 2 years work experience.
- Application support experience.
- Must successfully pass a criminal history background check.
Nice To Haves
- Experience in a NOC or Technical Call Center is a plus.
Responsibilities
- Monitor Service Desk for tickets and respond to technical support requests by using various tools and processes to troubleshoot and isolate issues.
- Enter and/or update new/existing tickets and keep users informed of status.
- Provide event root cause investigation as necessary.
- Document procedures and application troubleshooting steps as necessary.
- Escalate complex technical issues to IT Operations for continued support.
- Work with IT Operations and application support teams to troubleshoot and document application and system issues.
- Communicate with internal users, and other Helpdesk Technicians regarding case status, prioritization, and resolution plans.
- Establish a close working relationship across multiple departments.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
