Desktop Service Support Technician III
Desktop Service Support Technician III
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Job Description
Overview
Are you passionate about technology and love solving problems
Join our team as aDesktop Support Technician III! In this dynamic role youll be the go-to expert for end users tackling a variety of technical issues through phone email and in-person support. Youll be responsible for documenting tracking and monitoring problems to ensure timely resolutions as well as identifying researching and resolving technical challenges. Plus youll maintain upgrade and replace computer hardware and software systems across a range of platforms including Windows PCs Apple Macs tablets and smartphones. If youre ready to make a difference and keep our tech running smoothly we want to hear from you!
What will you do
- Answer evaluate and prioritize incoming calls voice mails emails and in-person requests for assistance from users experiencing problems with hardware software networking and other computer related issues.
- Interview users to collect information about their problem and lead user through diagnostic procedures to determine source of error.
- Handle problem recognition research isolation resolution and follow-up for complex user problems.
- Engage appropriate technical resources or escalate the most complex problems as required.
- Resolve escalated problems and provide feedback to build knowledge and skills of other technicians.
- Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
- Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
- Maintain analyze troubleshoot and repair computer systems hardware and computer peripherals.
- Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Call software and hardware vendors to request service regarding defective products.
- Maintain hardware and software documentation.
- Responsible for moving computer phone and peripheral equipment when employees cubicles/offices are reassigned.
- Provide users with expert instruction on software and hardware.
- Develop training materials.
- Other duties as assigned.
- Supports and contributes to a safe and healthy work environment. Specifically following EMFs Injury Prevention and Safety program support and maintain safety standards and participate in safety programs.
What are we looking for
- AA degree in Information Systems Business or Communications; or equivalent. Microsoft CompTIA and Apple certifications desired (MCSE Network ACSP).
- Minimum of 6 years of professional hands-on experience doing Windows and MAC configuration deployment and administration.
- Experience troubleshooting and independently resolving complex PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone
- Complete understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
- Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
- Excellent time management communication decision making and organizational skills.
- Expert knowledge of all MS Office applications to include Outlook Word Excel Access and PowerPoint.
- Able to identify and resolve problems in a timely manner; gathering and analyzing information skillfully; developing alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
- Strong customer service skills with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
- Strong interpersonal skills focusing on solving conflict not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others ideas.
- Demonstrated ability to approach others in a professional and tactful manner; able to reacts well under pressure
- A collaborative and flexible style with strong service mentality. Need to be seen as a team player.
What can we offer you
- Industry leading Medical Dental & Vision coverage
- Short/long term disability and life insurance
- Robust 401K with company match
- Parental leave with Baby Bonding pay
- Generous PTO holidayand sick pay
- Unique company culture that includes exclusive access to concerts movie premieres media industry events and more
- Leadership and Career Development Programs including free access to LinkedIn Learning platform
Why work for K-LOVE
K-LOVE is a nonprofit multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa CA with a single radio station K-LOVE today owns and operates the nations two largest Christian music radio networks (K-LOVE and Air1) with over 1000 broadcast signals across all 50 states and beyond streaming audio reaching around the world and a growing family of media ministries including podcasts books films concerts and events. EMF employs nearly 500 team members between its offices in Nashville TN Rocklin CA and field locations around the country. You can view our mission and values here Mission Beliefs & Values.
As an Equal Opportunity Employer EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class characteristic or status. However EMF is also a religious non-profit organization where all team members contribute to the Companys mission of encouraging our audiences to have a meaningful relationship with Christ.Thereforepursuant to the Civil Rights Act of 1964 Section 702 (42 U.S.C. 2000e I(a)) EMF has the right to hire only candidates who agree with the Companys Statement of Faith. Also as a religious non-profit organization the Company is not governed by the CA Fair Employment and Housing Act.
Required Experience:
IC
Employment Type
Full-Time
