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End User Support Associate

Company: Alorica
Location: Albuquerque
Posted on: November 22, 2020

Job Description:

Desktop Support Associate GET TO KNOW ALORICA At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. This role is to provide first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well. Job Functions bull Basic to moderate skill level in troubleshooting of IT hardware within the site bull Basic to moderate skill level in troubleshooting of software used within the site bull Compliance to all required security, patching and antivirus updates bull Adherence to documented processes procedures bull After hours support will be needed to support outages, changes, and project work bull Physical movement of devices is required bull Escort of vendors facilities contractors entering IT-only areas Key Job Responsibilities bull Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers bull Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status) bull Must be able to image PCs using SCCM tool bull Must be able to troubleshoot basic to moderately complex software issues within the site bull Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10 bull Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates bull Must respond to and complete IT help tickets in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor bull Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind bull Must complete site health checks as required bull Must keep the EUS SharePoint site other documentation updated bull After hoursweekendholiday support will be required for oncall rotation, change request support and project request support bull Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices bull Must occasionally escort vendors or facilities into IT-only rooms Qualifications JOB REQUIREMENTS TECHNICALFUNCTIONAL COMPETENCIES Required software, hardware technology of the work unit ServiceNow, SCCM, Office365, Active Directory, Cloud understanding, SharePoint, Windows 7, Windows 10 EDUCATIONEXPERIENCE High School Diploma or GED - Required VocationalTechnical Training - Preferred EXPERIENCE 2-3 Years OTHER INFORMATION (Skills and Abilities) Must possess excellent customer service skills Must possess good communication skills - speak and write articulately Must be professional in the event of an executive or client visit Must be able to judge communicate potential risks or issues as they arise - see something, say something Must have a teamwork attitude Must partner with other departments to establish a positive work environment Must be able to work under pressure and adapt - short deadlines, late requests, new requirements Must be able to accept and adapt to rapid change in the IT environment Act with ownership, accountability, honesty and urgency EQUAL OPPORTUNITY EMPLOYER VETERANSDISABLED

Keywords: Alorica, Albuquerque , End User Support Associate, Other , Albuquerque, New Mexico

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