Alorica Desktop Support Associate in Las Vegas, Nevada
The Desktop Engineer I – (IT Support Services) position serves as a central point of contact to complete end user and management requests in regards to problems or implementations at the desktop/workstation level.
Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution or escalate to appropriate support technician and/or department.
Maintains accurate documentation in the Alorica Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action.
Configures and provides instruction in the use of software applications on desktop computers for employees.
Provides in-depth support on Windows applications, network connectivity, user accounts, network printing, and any other hardware/software issues.
Works with other Technology Support staff to implement and maintain internal and external applications.
Time Spent on Primary Activities:*
End user support - 90% (Desktop troubleshooting, client/customer support, hardware/software maintenance).
Documentation and inventory - 10%
Bachelor’s degree with a minimum of 3 years’ experience with computer operations required. Related experience may substitute for college course work.
Experience in providing technical support for PC’s and local area network preferred. Three + years working in a Windows networking environment.
PC hardware knowledge with the ability to troubleshoot hardware issues and experience interfacing with vendor support organizations.
Firm understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment.
Experience in a Windows NT 4.0/2000/XP/7 environment.
Proficiency with both using and maintaining MS Office suites.
Experience using Fog, Symantec Ghost or other related imaging software.
Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
Ability to discuss and diagnose problems with computer hardware/software with remote users.
Excellent troubleshooting and analytical skills.
Organizational and multi-tasking skills.
Very good interpersonal, writing, presentation skills. Ability to communicate with most levels of management and across functional lines
Ability to work independently with general supervision.
Responsible for maintaining, configuring, and upgrading computer systems. Performs minor computer repairs and coordinates vendor support for more critical repairs.
Responsible for maintaining and updating hardware and software inventories on desktop and server equipment.
Required to carry a cell phone/pager and be on call for emergencies.
Occasionally required to perform job duties outside of normal business hours.
Build and maintain positive relationships with customers and all internal departments to deliver a high level of service.
Physical movement of computer related equipment.
Meets or exceeds departmental metrics as established over time.
Must account for time daily in Alorica Project management/Time reporting system.