24/7 Desktop Support Technician

Ultipro

Verona (VA)

On-site

USD 34,000 - 43,000

Full time

3 days ago

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Job summary

Shamrock Foods Company is seeking a Desktop Services Specialist to provide escalated technical support for all computer users across divisions. This role supports a 24/7 work environment and requires following established ticket and escalation procedures while resolving hardware and software issues.

Top candidates will demonstrate excellent communication, solid troubleshooting skills, and the ability to document interactions clearly.

Qualifications

Excellent verbal and written communication skills.
Basic Microsoft Office Suite, Windows OS and Internet applications support.
Basic problem solving, troubleshooting, and organizational skills.
Basic experience with escalation and common IS follow up procedures.
Capable of typing at least 35 WPM.
Positive attitude and strong work ethic.
Proactive, energetic, strong sense of urgency works well with others in a team oriented and fast paced environment.

Responsibilities

Follow written and verbal instructions/directions.
Follow all ticket handling and escalation procedures.
Identify, troubleshoot and resolve system hardware and software problems.
Communicate time sensitive or critical technical information to Shamrock associates.
Monitor and investigate re-occurring problems.
Investigate problems and perform root cause analysis.
Answer, record, solve, and track calls/requests from users.
Provide comprehensive technical support services to Shamrock employees and customers.
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Apply critical thinking skills and troubleshooting methods to either resolve or escalated issues to the appropriate technical support team.
Take all necessary steps to ensure total customer satisfaction.
Create, submit as well as manage escalated detailed tickets documenting customer interactions.
Accuracy, thoroughness, and timeliness are key call logging components.
Confirm and update customer profile information as needed.
Promptly notify management of any potentially “dissatisfied” customers.
Follow all documented escalation processes and procedures.
Maintain technical proficiency in Shamrock supported systems and applications.
Active participation in department organized training events and staff meetings.
Contribute current technical information and best practices concerning Shamrock proprietary applications to the Documentation Reference Library or other Shamrock knowledge distribution channels.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Possess decision making skills
Facilitate communication and document outages time lines
Open/facilitate communications for the call-in bridge line
Assist in directing technical resources to work through outage issues to resolution.
Understand and follow time sensitive escalation procedures
Document, track, analyze and follow up on all issues escalated from the Service Desk.
Analyze data to reduce costs and improve service levels and MTTR (Mean time to repair)
Identify reoccurring problems - suggest solutions
Identify and remove waste to streamline business processes
Understand how to maintain user access to Shamrock Foods Enterprise Network and individual applications.
Understand how account creations are completed for all Shamrock systems and applications
Account Terminations - Lock-down/remove access to all SFC systems applications
Internet account administration - Removes internet access for associates who abuse internet privileges or receive virus alerts
Password administration
Regular and reliable attendance.
Other duties as assigned