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Help Desk - Level III - 62114989 - JF

Job Code: 62114989
Job Location: Maple Grove, MN
Category: Software Engineering
Last Updated: 05/21/2018
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Job Description:
POSITION SUMMARY:
Provide technical support to the surrounding user community, identify and resolve computer software and hardware challenges. Perform telephone support when necessary.  Document user inquiries and problems and work towards their solution. Provide one-on-one end-user training and assistance on a variety of software applications and computer hardware. The Desktop Support Admin will split responsibilities between three manufacturing sites in the Maple Grove area.
PRINCIPAL RESPONSIBILITIES:
• Support customer issues and requests by creating, tracking, and documenting solution in a support database and monitoring the support queue.
• Install, configure, test, maintain and troubleshoot customer workstations and related hardware and software.
• Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions.
• Troubleshoot network connectivity issues including wireless access points, devices connected to the wireless network, preliminary bandwidth issues and printer routing problems.
• Act as designated IT point of contact for facilities in case of any IT-related emergency or maintenance.
• Consult with customers to assist in obtaining hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).
• Maintain tact and composure in stressful situations; communicate effectively and work cooperatively with other staff members and customers of technical services; and establish and maintain effective working relationships with management, team members, other staff, and customers.
• Must be able to interpret and make decisions in accordance with regulations and established policies.
• Supervised by Manager, Regional Service Support US/Canada through reports, meetings, and conferences regarding results expected and achieved.
• Act as overflow to the Service Desk during high volume times.
• Inventory Control tasks may include verifying serial numbers on equipment and updating records
• Performs other related duties as assigned.
• Travel to remote sites and meetings as needed.
 
Requirements:
EDUCATION / EXPERIENCE REQUIREMENTS:
• A degree in Information Systems preferred or
• 5 years of technical and 3 years of customer service experience required.
• Proficiency with Microsoft Office Products (Office365).
• Corporate experience directly supporting Windows 7 and 10.
• PC encryption
• Experience delivering hands-on customer training.
• Skilled with Polycom AV conferencing devices (Trios and Group Series)
• Experience with the following is preferred: Windows 7 & 10, Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Skype for Business, VPN, Remedy Call Tracking System, LANDesk, Dell and Lenovo laptops and desktops, HP, Dell and Ricoh printers.  
SPECIALIZED SKILLS & OTHER REQUIREMENTS:
• Exceptional Customer Service skills are highly valued.
• Must have the ability to effectively and quickly troubleshoot computer problems.  Must be able to independently resolve complex problems using current job knowledge and using research and external resources.
• Must possess strong interpersonal and oral communication skills, excellent attention to detail and the ability to effectively prioritize and execute tasks.
 
For more information about this position, please contact the Entegee New Hope, MN office at 763-577-9000 or softwareteam@entegee.com.
 
Please reference job # 62114989JF
 
Equal Opportunity Employer
Minorities/Women/Veterans/Disabled
 
 
 

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Entegee is an equal opportunity employer. Entegee considers applicants for all positions without discrimination on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, or any other legally protected status. No question in the website is used for the purpose of limiting or excluding any applicant's consideration for employment on any basis prohibited by local, state, or federal law.

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