Desktop Support Technician 1

On-site Desktop Support Technician 1 at Daikin TMi Holdings LLC in Chesterfield, Missouri, responsible for investigating and resolving user software and hardware problems, imaging and deploying hardware, and installing software requested by users, with after-hours on-call rotation.

Responsibilities

• Manage and coordinate desktop resolutions reported through the problem tracking system.
• Resolve reported desktop/laptop hardware problems.
• Timely customer follow-up and status reports until issues/tasks are resolved
• Manage online ticket system
• Responsible for Desktop Support requirements to meet and maintain the Service Level Agreements (SLA).
• Review and resolve escalated customer problems
• Follow through with other IT teams to track the status of the issues
• Document all actions taken to resolve customer requests in call tracking system
• Troubleshoot hardware, software, and technical issues
• Analyze issues
• Resolve issues
• Track issues
• Escalate issues
• Accurately document issues
• Support features, functionality, and usage of applications
• Support the Manufacturing facility environment including thin clients, scanners, monitors, printers, etc.
• Cross-training with other groups as assigned
• Train users
• Analyze, interpret, and escalate problems to other IT teams
• Review escalated tickets to determine root-cause analysis
• Provide after-hours on-call support on a rotational basis
• Investigate and implement solutions to problems dealing with terminals, laptops, printers etc.
• Setup, install, and maintain hardware
• Applies practical knowledge of job area typically obtained through advanced education and work experience
• Perform additional projects/duties to support ongoing business needs.

Requirements

• A+ certification or PC hardware repair experience
• Excellent written and verbal skills
• Must be PC literate and be able to support Microsoft Office products (Access, Word, Excel, Power Point, etc).
• Ability to document work in progress
• Excellent customer service skills
• Ability to analyze, trouble shoot and solve problems.
• Ability to work well with team members/customers and diffuse volatile issues
• Effective organizational and time management skills
• Experience with endpoint preferred
• Encryption software knowledge is a plus
• Knowledge of application upgrades, roll outs, and anti-virus software
• Ability to apply good judgement, strong work ethics and integrity on the job.
• Microsoft certification or equivalent preferred

Technologies

• Microsoft Office
• Anti-virus software

Benefits

• Benefits are effective on day one for all full-time direct hires
• Training programs are available to help guide team members and develop new skills
• Growth Opportunities - there is immense opportunities to grow your career
• You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.—an organization that brings opportunity to over 60,000 employees worldwide

Nature and scope

• Works within well-defined instructions
• Uses established procedures and works under supervision to perform assigned tasks
• Work is closely supervised

Physical requirements / work environment

• Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to

• MANAGER, DESKTOP SUPPORT

Equal Opportunity Employer

• This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights poster from the Department of Labor.