Desktop Support Technician 1

Desktop Support Technician 1

Daikin TMI Holdings, LLC., is seeking a skilled and professional individual for our Desktop Support Technician 1 position with our IT organization at our onsite location in Chesterfield, Missouri. Why work with us? 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. There are 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.

Desktop Support Technician 1 investigates and resolves user software and hardware problems. Answers questions, applying knowledge of software, hardware and procedures. Calls vendors to request service regarding defective products. Images and deploys hardware. Installs software requested by users.

Position Responsibilities May Include:

• 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, analyze, resolve, track, escalate and accurately document hardware, software, and technical 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 as well as 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

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

Knowledge & Skills:

• 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.

Experience:

• 2 years of relevant experience

Education/Certification:

• High School Diploma required, Associate's Degree or higher preferred
• Microsoft certification or equivalent preferred

People Management: No

Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports To: MANAGER, DESKTOP SUPPORT

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion, national origin, citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability, medical condition, genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.