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Technical Support Specialist (Albuquerque)

Technical Support Specialist (Albuquerque)

Motion RecruitmentAlbuquerque, NM, US
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Our client, an American retailer that is home to four well-known brands, is hiring a Desktop Support Engineer to join their end-user support team in Albuquerque, NM

This team is providing tier 2 support for computer software and hardware issues for their on-site and remote internal customers. The ideal candidate will have had previous experience with workstation and server troubleshooting, laptop configurations and deployments, and experience managing AV support.

Responsibilities :

  • Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction
  • Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon
  • Stage and configure machines for new hires and deploy new hardware as needed
  • Work with the Build Center team to provide timely delivery on all hardware deployments
  • Complete workstation replacements for users that qualify for new workstation replacements
  • Test, configure, install and manage repair of all IT related equipment (hardware and software)
  • Knowledge base documentation contribution
  • Accurately log and track ticket related workload in a timely fashion
  • Customer engagement Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress
  • Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers
  • Above all, focus on support of people as opposed to the technology

Requirements :

  • 5+ years of relevant experience in IT support
  • Tier 2 Corporate IT support exposure
  • Thorough understanding of service desk and customer support environment
  • Deadline-oriented with an appropriate sense of urgency and the ability to make quick and informed decisions
  • Tolerance for ambiguity in a consistently changing environment
  • High energy level and creative problem-solving abilities
  • Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
  • Proven analytical, evaluative, and problem-solving abilities
  • Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices
  • Remote desktop assistance tools (Nextthink), Automation & Scripting, ServiceNow, SCCM, JamF, Zoom, MS Teams, Slack
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    Technical Support Specialist • Albuquerque, NM, US

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