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Customer Advocacy/Desktop Support Technician- Level 1 in Brookshire, Texas at Rooms To Go

Date Posted: 4/25/2019

Job Snapshot

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide first level desktop support, which includes centralized incident, problem, and service request resolution for customers.
Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
Represent the interests of our customers by providing support and appropriate escalation to Desktop Support L2 Technician
Participate on projects that require Desktop Support involvement.
Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.
Managing and monitoring of service levels with internal customers and vendors.
Document changes of IT assets such as status and ownership.
KEY OUTPUTS:

Customer Support
Project Participation
Ticket Documentation
Asset management
KEY RELATIONSHIPS:

Business staff
IT staff
Project Quality Office
Vendor
KEY PERFORMANCE INDICATORS:

Exceeds expectations of 80% on customer survey scores
Add or Edit 6 knowledge articles per year
Positive project results
DIMENSIONS/SCOPE:

Supports users in several different RTG locations.
Participates in and supports cross technology process improvement initiatives.
DECISION-MAKING AUTHORITY:

Presents options along with recommendation Desktop Support Site Leads and Supervisors.
VALUE-BASED BEHAVIORAL COMPETENCIES:

Integrity:

Demonstrates commitment to RTG and its customers.
Takes personal responsibility for words and actions.
Maintains consistency between words and actions.
Acts in compliance with department, company, and industry standards.
Performance:

Holds self and others accountable.
Demonstrates drive to excel.
Exhibits mature self-confidence.
Achieve Results
Progressiveness:

Demonstrates flexibility and change.
Demonstrates analytical thinking.
Exhibits customer service orientation
Teamwork:

Exhibits teamwork and collaboration.
Understands and influences others.
Communicates effectively.
EXPERIENCE

Three or more years of relevant professional work experience in supporting an enterprise desktop environment.
Candidates need to have verifiable expertise with:
Current Microsoft Windows Operating Systems
Networking
Presentation of technical information
Participation in projects
Excellent written and verbal communication
Mentoring others
Candidates should have advance knowledge of:
ITIL Fundamentals
Working with service levels
ITSM tools
Candidates should be familiar with:
Working as a member of a large enterprise IT team
Desktop Systems Management tools such as SCCM
Supporting retail and warehouse environment

EDUCATION AND TRAINING
A+ Certification
Network+ Certification