What are the responsibilities and job description for the Desktop Support Technician position at GoTo Foods?
Job Summary
The Desktop Support Technician team triages multiple incoming priorities, understands customers' needs, responds to inquiries/requests, provides technical support to users (i.e., on-site and remote), and identifies and resolves issues/incidents with a high degree of customer satisfaction, technical knowledge, and timeliness. This position provides customer service and technical support (e.g., phone, face-to-face, electronically, etc.) to Information Technology (IT) users for computer systems, hardware, and software supported by the organization. This role monitors and maintains technical equipment (e.g., laptops, desktops, mobile devices, peripherals, etc.), computer systems, and networks, including troubleshooting, moving, deployments, configuration, and repairs.
This specific opportunity will primarily be focused on providing support to the executives and executive assistants.
This role reports into our Atlanta, GA office and is expected to be onsite Monday through Friday.
Essential Functions
The Desktop Support Technician team triages multiple incoming priorities, understands customers' needs, responds to inquiries/requests, provides technical support to users (i.e., on-site and remote), and identifies and resolves issues/incidents with a high degree of customer satisfaction, technical knowledge, and timeliness. This position provides customer service and technical support (e.g., phone, face-to-face, electronically, etc.) to Information Technology (IT) users for computer systems, hardware, and software supported by the organization. This role monitors and maintains technical equipment (e.g., laptops, desktops, mobile devices, peripherals, etc.), computer systems, and networks, including troubleshooting, moving, deployments, configuration, and repairs.
This specific opportunity will primarily be focused on providing support to the executives and executive assistants.
This role reports into our Atlanta, GA office and is expected to be onsite Monday through Friday.
Essential Functions
- Executive Support Services
- Collaborates with the executive administration team, Human Resources, Corporate Communications, IT leaders, Systems Engineering, and executives to assess and fulfill technology needs (e.g. computers, hardware, conference room technology, software, peripherals, mobile devices, phones, upgrades, email systems, etc.) to ensure the executive team is functioning at their technical best and with a good experience.
- Completes work product checklists (e.g., on/off-boarding laptop builds, applications installations, wiping of systems, etc.) following standard onboarding/offboarding procedures.
- Performs diagnostics and repairs on computer equipment and peripherals as needed.
- Supports installation, troubleshooting, desktop applications, operating systems, patches, and hardware platforms specific to executive team members.
- Coordinates orders, disconnects, and deploys mobile devices to executive team members.
- Able to quickly respond to conference room technology issues.
- Customer Support Services
- Able to quickly respond to technical support issues/incidents, changes, and requests; and ensure service requests are recorded for the issue—all in a timely manner. Ensure that executive team users are properly communicated to.
- Expectation of off-hours support calls from executive team members for IT support.
- Prioritizes and schedules requests, issues, and incidents and escalates, as appropriate.
- IT Service Center
- Tracks executive team service requests and incidents and creates technical documentation, including the problem -olving process, decisions, actions, and resolution.
- Monitors the ticketing system, internal instant messaging, phone calls, and text messages to resolve issues and to maintain customer satisfaction related to the executive team.
- Creates and modifies user accounts (e.g., access rights, passwords, etc.) in the Active Directory and email system.
- Disposes IT assets in compliance with the IT Asset Disposal policy.
- Recommends changes and upgrades to address system deficiencies and user business needs.
- Bachelor's Degree, Computer Science, Information Systems, Engineering, or a related discipline, Pref
- 4 years supporting corporate information technology environments, preferably with service desk, technology call center, troubleshooting, and/or user hardware and software support, preferred.
- 2 year dedicated to supporting executives in an IT support function.
- Highly proficient with installing and/or supporting Microsoft Office Suite, Microsoft operating systems, Active Directory, desktop applications, PC and laptop deployments, and a variety of productivity software solutions.
- Working knowledge and experience with basic networking, VPN, hardware, and peripheral troubleshooting/support, service delivery systems, remote user networking, and operating system support.
- Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems.
- Experience supporting conference room technology (video conferencing), and supporting high-pressure or large meetings and webinars. Specifically, Teams Room and Zoom Room platforms.
- Working knowledge of ITIL methodology.
- Working knowledge of hardware repairs.
- Ability to diagnose IT and computer systems issues; hardware, software, networking, server, VPN, and operator problems.
- Ability to diagnose and resolve basic and moderately complex technical problems.
- Ability to meet deadlines and function in a fast-paced, high volume environment while maintaining a high level of customer service.
- Ability to gather data from multiple sources and make informed decisions.
- Ability to work with users at all levels of skills and abilities.
- Information Technology Infrastructure Library (ITIL) Certification, Pref
- Microsoft Technology Associate(MTA) Certification, Pref
- Support Center Analyst (HDI) Certification, Pref
- A Certification, Pref
- Information Technology Infrastructure Library (ITIL) Certification, Pref
