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Desktop Support Technician id-10072

Job Description:

General Core Competencies:

  • Customer focused Customer oriented approach is #1 Attitude.
  • Personal accountability for results and owning on completion.
  • Detail oriented.
  • Strong analytical and troubleshooting skills.
  • High integrity.
  • Through documentation during email communication or working on updating tickets for tracking.
  • Candidate has a professional appearance (i.e. grooming, clothing, etc.)

Responsibilities:

  • Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards.
  • Follow up with the user to ensure the problem is resolved satisfactorily.
  • Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  • Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
  • May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
  • Installs new or upgraded hardware/software as assigned via service requests.
  • Coordinates installation with the user and follows up to ensure customer satisfaction.
  • Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
  • Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
  • Demonstrate initiative and act independently to resolve problems.
  • Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers, not all sites require on-call participation.
  • Participate in team projects as requested.
  • Flexible in working off business hours in case there is a business requirement on an ad hoc basis during a project.

Education And Experience:

  • Technical degree with 3 years of technical experience; or high school diploma/GED with 5 years of technical experience.
  • Minimal 3 years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.
  • Must possess established customer service skills through 3 years of professional customer service experience.
  • Ability to manage multiple priorities and follow through on projects to completion.
  • Ability to work with customers and achieve successful outcomes in handling difficult situations.
  • Proven ability to communicate effectively with a wide variety of customers by phone, in person or via email.
  • Capability to work effectively as a team member, as well as independently on multiple projects.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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