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- Atlanta, GA 30328
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Service Desk Tech Support Analyst
Serta Simmons Bedding • Atlanta, GA
Posted 9 days ago
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Reports To: Service Desk Supervisor
Responsible for the day-to-day support of technical operations at all Serta Simmons locations. Provides a high-level of support to ensures tickets, calls and emails are clearly documented & tracked, manages dispatches with third-party vendors, follows up on unresolved tickets, calls and emails, identifies trends of incoming issues for appropriate escalation.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide technical support and service of desktop systems and software, including PC, laptops, MAC, printers, VOIP and digital phones, mobile devices, user account administration and remote connectivity
Act as Technical Support Services point of contact for remote office locations
Work with vendors to troubleshoot and resolve hardware and software issues
Provide friendly, courteous and helpful service to all customers
Work closely with team members to ensure that service and trouble requests are addressed in a manner that meets service level agreements and business goals and objectives
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries by phone, email or through the ticketing system.
Remotely install, modify, and repair IT hardware and software.
Resolve technical problems with networks and other systems.
Follow up with customers to ensure issues have been resolved.
Meet and exceed team performance metrics.
Proficiency in front office applications and hardware, desktop operating systems (Windows), Active Directory user maintenance, mobile messaging devices and system administration, DNS and DHCP technology platforms and systems
Able to effectively communicate technical concepts in common terms
Administrative and organizational skills, including attention to detail
Able to build teams and function well within a cohesive team environment
Manage multiple tasks and deadlines in a fast-paced environment
3+ years experience in management of networks and systems
Bachelors degree or equivalent work experience
Technology and industry training or certification a plus (Cisco, Microsoft, VM, Storage, VOIP, Security, etc.)
Job Factors/Work Environment:
Up to 25% travel, some travel with short notice
On call 24/7 on a rotational basis
Work is primarily sedentary in nature
This job description is not intended to be an exhaustive list of all duties or responsibilities associated with the job. Other job-related duties may be assigned.
An Affirmative Action Equal Opportunity Employer, M/F/D/V Drug-Free Working Environment
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job ID: 5000292013910
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