About the job
Overview
The Sr. Desktop Support Representative troubleshoots applications. The Sr. Desktop Support Representative communicates and supports employees with all applications-related issues.
Responsibilities
- Supports and troubleshoots application, network, and hardware problems
- Documents and trains users on common problems and related solutions
- Triages and resolves critical escalated IT issues for developers and engineers
- Works closely with development team, attends stand ups, discusses critical issues, helps resolve and track software bugs
- Develops and maintains strong professional relationships with counterparts of engineering and customer support departments
- Monitors and manages alerts related to application and system procedures; uses monitoring tools to understand and provide services proactively
Qualifications
- High school diploma or equivalent
- Minimum of 3 years of computer hardware/software support experience with mac and Windows Operating Systems
- Experience with Google apps and Okta
- Advanced technical and application troubleshooting abilities
- Knowledge of Linux/Unix operating systems is preferred
- Familiarity with Salesforce, ServiceNow, Okta, Jira, Dizzion, or inContact is preferred
- Strong organizational, planning, and reporting skills
- Demonstrated presentation and facilitation skills
- Knowledge of business processes
- Intermediate keyboard skills; Microsoft Excel and Word
- Ability to work independently and as part of a team
- Excellent communication skills; ability to communicate effectively over phone, email, and chat
- Ability to work rotating on-call shifts
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