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[Hiring] Desktop Support Technician @Radius Global Solutions LLC
Role Description
This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels.
- Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interview user to collect information about the problem and lead user through diagnostic procedures to determine source of issue.
- Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone.
- Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff.
- Log and track calls using problem management database, and maintain history records and related problem documentation.
- Prepare standard statistical reports such as help desk incident reports.
- Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
- Contact software and hardware vendors to request service regarding defective products.
- Install personal computers, software and peripheral equipment.
- Provide end user systems setup and access.
- Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers.
- Ensure security of organization pertaining to cameras, DVR equipment and card access.
- Support end-user CR Software Platinum.
- Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures.
- Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements.
- Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices.
- Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures.
Qualifications
- Associates Degree in a related field and/or 3-5 years of experience.
- Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP.
- Exceptional problem-solving skills.
- Ability to write routine reports and correspondence.
- Excellent written and verbal communication skills.
- Ability to manage and prioritize multiple projects simultaneously.
Requirements
- Work is generally performed within an indoor office environment utilizing standard office equipment.
- While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time.
- The employee frequently is required to multi-task (e.g., talk and type simultaneously).
- The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys.
- The job requires extensive use of keyboards and computers. Lifting up to 30 pounds.
Position Type/Expected Hours of Work
- Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts.
- Full-time employees must maintain continuous full-time employment status.
- Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.
