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%

    • Educational Requirements:*

    • 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.

    • Responsibilities:*

    • 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.