Desktop Engineer I

Ultimate Software

(Weston, Florida)
Part Time Travel Required
Job Posting Details
About Ultimate Software
At Ultimate Software, we have always put our people first. This idea permeates our culture to its core. For over 25 years, it has driven us to create the innovative products and services we offer today. As a result, we enable our customers to put their people first—helping them build the people-centric environments they need to grow and meet their business goals.
Summary
The Desktop Support Engineer will provide technical support over the phone utilizing remote support tools such as GoToAssist Remote, Lync and Webex to our corporate employees in need of assistance with computer hardware or software problems, network connectivity problems, phone problems, etc. The ideal candidate must be capable of conversing with non-technical employees to understand their technical issues and concerns, providing a permanent resolution for the employee’s computer related issue. Phone and remote support experience is required for desktop hardware and software configuration and management.
Responsibilities
* Provide information in response to inquiries, concerns, and technical difficulties. * Analyze and resolve technical issues associated with desktop/laptops, operating systems, application software, network, and phone. * Undertake complex problem solving and provide assistance to colleagues and customers ensuring they are dealt with in a pleasant, professional and timely manner. * Coordinate and/or perform fixes over the phone at the desktop level, including installing and upgrading software. * Follow up and make scheduled callbacks to customers where necessary. * Adhere to the Client Technology Services team policies and procedures. * Utilize Altiris Service Desk to document and track issues, requests and resolutions. * Manage individual incident queue resolving customer issues/requests within service level target. * Perform post-resolution follow up requests. * Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.
Ideal Candidate
**Requirements:** * At least 2 years of technical experience and working in a help desk environment. * Experience working in a call center environment. * Strong demonstrated experience with Active Directory and laptop/desktop/printer hardware architecture. * Strong analytical, problem solving skills; Ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail. * Strong understanding of networked computer resources. * Strong understanding of the Windows Operating System. * Experience working in Mac OS X environment. * Knowledge and troubleshooting experience of the Office suite of Applications, both for Mac and PC. * Exemplary Attendance and Punctuality. * Exceptional customer service, teamwork, and communication skills. * The ability to operate in a fast-paced environment with minimal supervision and proven ability to meet deadlines. * Associate’s Degree or equivalent work experience. * Demonstrated aptitude for continuous learning and innovative thinking. * Experience with Altiris Service Desk 7 is a plus. * Strong organizational skills. * Multi-tasking abilities. * Proper phone etiquette. * Ability to speak and write clearly and accurately. * Knowledge of customer service principles and practices. * Effective listening skills. **Education/Certification/License:** * Bachelor of Science degree preferred or equivalent work experience. * A+ Certification – Preferred. * Network+ Certification – Preferred. * Apple Certified Associate (ACA) – Preferred. **Travel Requirement:** * Minimal
Compensation and Working Conditions

Working Conditions

Desktop Engineer I to work in our Weston office 30 hours a week from 8:00AM – 3:00PM, Monday to Friday.

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