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Desktop Support III-Knoxville, TN Office Onsite

Edfinancial Services LLC

Knoxville, TN

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JOB DETAILS
SKILLS
Anti-Spyware Software, Best Practices, Computer Security, Corporate Policies, Cross-Functional, Customer Support/Service, Desktop Administration, Desktop Hardware, Desktop PC, Documentation, Hardware Administration, Hardware Upgrades, Help Desk, Identify Issues, Information Technology & Information Systems, Inventory Management, Knowledge Base, Local Area Network (LAN), Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Active Directory, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Visio, Microsoft Windows Operating System, Microsoft Word, Mobile Devices, Multitasking, On Call, Operating Systems, People Management, Performance Tuning/Optimization, Peripheral Hardware, Policy Development, Printers, Problem Solving Skills, Record Keeping, Security Protocols, Service Delivery, Service Level Agreement (SLA), Smartphones, Software Configuration Management, Software Installation, Software Patches, Support Documentation, Systems Maintenance, Team Lead/Manager, Team Player, Technical Support, Time Management, Training/Teaching, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Viruses, Wide Area Network (WAN), Wireless Communications, Workstation Hardware
LOCATION
Knoxville, TN
POSTED
4 days ago

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Description

General Purpose of Job

The Desktop Support III is responsible for providing advanced technical support and troubleshooting for desktop systems, applications, and peripherals. This role ensures efficient resolution of complex user issues, enhance overall user experience and contributes to the stability and security of the IT environment. By collaborating with other IT teams and maintaining clear documentation, Desktop Support III is the highest level of escalation on the Service Desk and plays a critical role in optimizing technology performance and supporting organizational goals.

Duties and Responsibilities (Daily and Monthly)

  • Provide advanced technical support within time limits dictated by Service Level Agreement(SLA)for desktop hardware, software, and peripherals, addressing complex issues that Help Desk can not resolve
  • Diagnose and resolve technical problems related to operating systems and applications utilizing remote support tools when necessary
  • Assist end-users with issues related to software installation, configuration, and functionality, ensuring a timely and effective resolution
  • Maintain accurate records of support requests, resolutions, and user interactions in ticketing system contributing to knowledge base for future reference
  • Provide guidance and training to Level 1 and 2 support staff and end-users on software usage and best practices for maintaining systems performance
  • Conduct regular maintenance and upgrades on desktop hardware, including workstations, printers, and mobile devices ensuring optimal performance
  • Work closely with other IT teams, such as network, processing, and systems, to resolve cross-functional issues and ensure seamless service delivery
  • Ensure that all systems adhere to company security policies and protocols, including implementing patches and updates in a timely manner
  • Provide exceptional customer service, demonstrating patience and understanding while addressing user concerns and technical issues.
  • Identify and escalate unresolved issues to Team Lead, Supervisor or relevant IT teams, ensuring proper documentation and follow-up
  • Assist in IT projects, such as deployments or migrations by providing technical expertise and support as needed
  • Assist in managing IT inventory including collecting equipment and ensuring compliance with company procedures and policies
  • Provide after-hours "on-call" support in accordance with established policy

Execute other assigned tasks as delegated by IT Management

Requirements

Computer Skills

  • Windows 10
  • Active Directory
  • Basic network knowledge; LAN, WAN, Wireless & VPN
  • Mobile Devices; Smartphones & Tablets
  • MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
  • Virus and Spyware removal tools and techniques
  • Printer Support
  • Hardware Support

Additional Requirements: Excellent oral, grammatical, written, and multi-tasking skills.

About the Company

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Edfinancial Services LLC

Edfinancial Services provides exceptional customer-driven student loan servicing. In addition, we have created streamlined processes and higher education services specifically designed with schools in mind - such as call center capabilities, financial aid process outsourcing, and default prevention services.

Perpetual motion is our constant state. We are absolutely driven to excel on behalf of our stakeholders - borrowers, schools, businesses, and state and federal agencies. We stay ahead of the technology curve in higher education. We anticipate new trends and respond with products that improve operational efficiencies and corporate compliance.

Headquartered in Knoxville, Tennessee, Edfinancial Services has satellite facilities in Jacksonville, Florida, and Little Rock, Arkansas. Since the only constant in this business is change, we're not looking back. Edfinancial Services is focused on the future. We're seeing through the eyes of our customers to sharpen our focus and align our vision with your reality. A company in motion, Edfinancial Services is moving forward, putting vision into action. Come grow with us in 2011.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Education
FOUNDED
1995
WEBSITE
https://www.edfinancial.com/Home