Description

This position is responsible for providing operational and technical support for corporate end-user workstations on the BLAN environments in Findlay, OH. The successful candidate must understand business requirements and translate these requirements into solutions. The position must work collaboratively with multi -disciplinary workgroups to seek solutions to problems, and champion compliance & change efforts which result in improved user experience and customer satisfaction. Responsibilities: • Focus on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large. • Accurate escalation of tickets to internal teams, management, or outside resources, with detailed notes on activities including resolution. • Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited. • Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner • Install, configure, troubleshoot, and maintain desktop/laptop computer images • This is an onsite position and work hours are typically Monday - Friday, 8 - 5 pm. The employee must be flexible however to meet the needs of the business when necessary, work hours may change depending on work responsibilities. • Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes • Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms • Maintain knowledge base of relevant hardware and software applications • Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks Technical Abilities Required: • SME in supporting and troubleshooting Windows Operating Systems 11 & 10, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone) • Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need • Extensive support with VPN, Citrix, and Wireless Networks • Assist with phone systems, upgrades, maintenance in the Findlay office • Asset management, including maintenance of network component inventory; printers and other hardware items • Responsible for installation, configuration, maintenance, and troubleshooting of all end user workstation(s) hardware support, software and peripheral devices • Experience supporting Video conference technologies • Networking connectivity knowledge and troubleshooting • Installation and configuration of local LAN printers • Maintain a continuous focus on technology and information security Skill Sets: • Drive for Results - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive • Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them to understand and retain the message. • Business Partner - Actively aligning departmental concerns with overall organizational concerns; consciously seeking bottom-line results. Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships • Managing Priorities- Effectively managing time and resources to ensure that work is completed efficiently. • Teamwork - Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of goals • Keeps the organization's vision and values at the forefront of decision making and action • Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values Qualifications: • 5 to 7 years working with and supporting end users and VIP’s • 5+ years working with third party service suppliers – should include SLA and service definition functions • Experience working with remote and travel users – plans and assists with issues that come up • Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions • Work with other support groups such as network operations, in assisting in the resolution