Device Support Specialist

  • MiTek Industries
  • Chesterfield, MO, USA
  • Nov 18, 2017
Information Technology

Job Description

This position assists internal customers with technical support of all supported purpose partner computing devices, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique problems. The employee in this position is responsible for all procurement and deployment of Device Support hardware as well as managing inventory and stock of the hardware. Responsible for answering, commenting and replying to Service Desk inquiries. Ability to identify and organize tickets according to priority. Strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshooting and software troubleshooting. Provide field work as needed. Work requires ability to read and comprehend knowledge articles and standard operating procedures. This position reports to the Service Desk and Desktop Support Manager. Although travel is usually planned in advance- issues can arise which could warrant immediate travel to one or more satellite locations.

Salary

.01

Qualifications

Required Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Troubleshooting 10%

Operating System Deployment integrity testing.

Provide technical system and user support by responding to calls, email, and other requests for technical support.

Work with the Service Desk and Tier III staff as appropriate to determine and resolve problems received from clients.

Ability to identify and organize tickets as well as monitor and respond quickly and effectively.

Appropriately use diagnostic utilities, knowledge base, and internet resources when required to aid in troubleshooting.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Installation and Deployment 40%

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

Manage the setup of computers, laptops, tablets, smart phones and applications.

Recommends and/or performs upgrades on systems to ensure longevity.

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Deploy software to client devices using enterprise deployment tools (SCCM 2012).

Procurement and Inventory 40%

Maintain Stock on all End User Support equipment.

Maintain Inventory records on all Device Support and End User assets.

Manage MiTek equipment standards on vendor procurement portal.

Ordering and tracking of all equipment for delivery onsite and remote.

Documentation 10%

Maintain and promote adherence to company documentation style guides and content specifications.

Effectively document the resolution process and mentor service desk personnel.

Work with others to produce documentation such as work instructions and standard operating procedures that may include diagrams, flow charts, photos, and graphics.

POSITION QUALIFICATIONS

Competency Statement(s)

Competencies

Definition

Integrity:

Ability to be truthful and be seen as credible in the workplace.

Analysis & Judgment:

Effectively transfer thoughts and express ideas verbally and in writing in individual or group situations.

Collaboration & Teamwork:

Working effectively with others in the organization to accomplish organizational goals and to identify and resolve problems.

Communication:

Create an atmosphere in which timely and high-quality information flows smoothly up and down, throughout the organization.

Continuous Improvement & Innovation:

Engage with others, including those outside of the direct team, to develop new ideas, and resolve issues or make changes. Create an environment where continuous improvement is valued and welcomed. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Customer Service/Relationship Oriented:

Serve both external and internal clients by focusing effort on meeting the customer's needs, understanding their concerns, and seeking to build trust.

Planning and Organization (Personal):

Establish a systematic course of action for self or others to ensure accomplishment of a specific objective. Set priorities, goals, and timetables to achieve maximum productivity.

Professionalism:

Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Results Oriented:

Demonstrate a sincere commitment to achieving and/or surpassing results against an internal or external standard of excellence. Show passion for improving the delivery of services with a commitment to continuous improvement.

Technical Expertise:

Applies specialized knowledge, skills and judgment to accomplish desired results.

Interactions with Others:

Must be a team player who interacts well with other members of the team, vendors, customers, etc. Must seek out and share information and develop trust and rapport with coworkers at all levels in the organization. Must be willing to work as an equal team member.

Attendance:

This includes, but is not limited to the ability to be present at work, arrive on time and be at the work station ready for work at the start of the shift.

SKILLS & ABILITIES

Education:

Associate's or Technical Degree, Computer Technology or 3 years equivalent experience.: Required

Computer Skills:

3-5 years' experience with PC and with server hardware/software troubleshooting to the component level. 3-5 years' experience in Windows 7 and Windows 8 for workstation plus Windows 2003/2008/2012 server operating system. 3-5 years of direct or indirect problem determination and resolution. Must be self-motivated, team oriented and possess strong communication and interpersonal skills.

Other Requirements:

Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required.

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