Desktop Support Engineer

Job Title

Payrate: $28.00- $31.00/hr. Summary: In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations. With a Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business.

Responsibilities

• Provide an exceptional technological experience for our employees by listening, asking questions, soliciting feedback, assessing and responding appropriately to customer's device hardware and application issues, requests and needs in an efficient and timely manner.
• Determines appropriate and alternative solutions from mostly defined procedures and options
• Research, diagnosis, resolve or escalate technical and procedural issues from multiple service channels using multiple tools and documented processes
• Deliver positive customer experience by creating a welcoming environment and providing best-in-class service through all support channels in person and virtually
• Ensure consistency in service quality and capabilities for an overall high level of customer satisfaction
• Demonstrate a sound understanding of relevant technologies and application products and understand the customer in a technology support environment.
• Excellent interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization
• Learns and applies process and technical knowledge in problem solving with ability to multitask work while keeping stakeholders informed.
• Take personal accountability to meet key performance measurements

Skills

• Remote desktop assistance tools (Next think)
• Automation & Scripting
• Service Now
• SCCM
• JamF
• Zoom
• MS Teams
• Slack

Pay Transparency: The typical base pay for this role across the U.S. is: $28.00- $31.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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