IT Desktop Support Technician

hace 3 días

Tijuana, México GE Current, a Daintree company A tiempo completo

Company Description

**Job Description**:
Provide support for the local desktop environment by creating, triaging, escalating or completing requests and issues to support Manufacturing systems / production floor devices (computers, tablets, scanners, label makers etc.) & End Users. This entails activities that cannot be done remotely by the Service Desk. Learn and utilize process and systems for end user support, asset management and system configuration. Dependent on systems and personnel at the local site may also provide support for systems such as video conference rooms, facilities access control systems and BMS (Building Management Systems) etc. as needed. As one progresses in this position, the involvement in project work may increase along with the ability, and necessity, to lead small projects.
- Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Be up to date with thorough working knowledge of production facility in order to prioritize work based on the impact.
- Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems and build / update KB articles.
- Through remote and in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the ticket details and/or interaction with the end-user while communicating with the end-user using an advocate of the customer approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end users’ satisfaction and understanding.
- Monitor ticket management system for tickets assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users. Based on experience and general guidelines direct tickets, as needed, to next level of support.
- Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer of tickets to meet critical deadlines.
- Deploy and recycle / dispose of computer equipment per organizational standards and guidelines.
- Maintain inventory of hardware and software in the Asset Management system.
- Other duties as assigned Knowledge, Skills and Abilities.
- Good understanding of production systems, mobile devices and other tech products; including, but not limited to:

- Experience with desktop and Active Directory
- Understanding of VPN technologies for remote user support
- Understanding of A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software
- Understanding of wiring closets, patch panels and experience with testing and terminating network cabling
- Understanding of basic network terminology & technology such as IP addressing
- Working knowledge of a range of diagnostic utilities
- Good written and oral communication skills
- Good interpersonal skills, with a focus on rapport building, listening and questioning skills
- Strong documentation skills
- Ability to work independently as well as part of a collaborative team
- Ability to analyze and solve problems
- Ability to conduct independent investigation for ticket analysis and resolution
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Ability to deliver results with mínimal oversight

**Qualifications**:

- High School Diploma / GED required
- 2-4 years of experience in IT Support role
- Knowledge and understanding of Ticketing system & IT self-service tool(s)
- Familiarity with Production environment is highly preferred
- Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required
- A+ certification, preferred but not required

Additional Information

GE Current, a Daintree Company is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided on the basis of qualifications, merit, and business need.

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