Dialog Direct
  • Information Systems
  • Holland, MI, USA
  • Full Time

The Desktop Support Technician provides support to end users on a variety of issues.  Identifies, researches, and resolves technical problems.  Responds to telephone calls, email and personnel requests for technical support.  Documents, tracks and monitors the problem to ensure a timely resolution.  Relies on instructions and pre-established guidelines to perform the functions of the job.  May involve use of problem management databases and help desk system.  Works under immediate supervision.  Primary job functions do not typically require exercising independent judgment.  Maintain technology proficiency standards as required for the systems to be supported.  Troubleshoot network devices, printers, and business specific applications.

Key Responsibilities

  • Maintain a Windows based PC network and support upwards of 5000 call center users.
  • Handle both physical and software aspects of workstations. Configure phones to work with telecommunication system.
  • User Support.
  • Support of user base on internal and 3rd party applications such as MS Office and phone system.
  • Front Line Helpdesk.
  • Monitor ticketing system and monitor all inbound ticket queues.
  • Participate in On-Call/After Hours Rotation.
  • Assist the Server & Network teams with hands-on needs for the local infrastructure.

Qualifications and Skills

  • Experience or equivalent certifications demonstrating proficiency supporting Microsoft products.
  • Intermediate knowledge in hardware and networking, with particular emphasis on Remote Infrastructure Management.
  • Ability to provide excellent customer service interdepartmental communication.
  • Proven ability to effectively manage multiple priorities and meet deadlines.
  • Excellent written and verbal communication skills with a demonstrated ability to make difficult concepts easy to understand to non-technical clients.
  • Demonstrated ability to excel both independently and as a team member in a diverse and challenging environment.
  • Maintain technology proficiency standards as required for the systems to be supported.
  • Troubleshoot network devices, printers, and business specific application.
  • 5 years of experience in the field or in a related area
  • Knowledge of commonly-used Help Desk concepts, practices, and procedures
  • Ability to demonstrate knowledge in applicable areas of technology.
  • Previous Help Desk experience preferred
  • Troubleshoot network devices, printers, and business specific applications. Associates degree preferred or combination of industry certification and practical

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

Dialog Direct
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