Desktop Support Technician- Level 1 [653952] in Arlington, TX at Rooms To Go

Date Posted: 8/31/2018

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