Alorica IT Desktop Associate in Humble, Texas

  • Summary / Objective:*

  • The Desktop Support position serves as a central point of contact to complete

  • end user and management requests in regards to problems or implementations at the desktop/workstation level

  • Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of

  • action, provide complete follow-through to successful resolution or escalate to appropriate support technician and/or

  • department

  • Maintains accurate documentation in the Alorica Helpdesk system of all user requests, repairs and reported issues

  • including cause, resolution and preventative action

  • Configures and provides instruction in the use of software applications on desktop computers for employees

  • Provides in-depth support on Windows applications, network connectivity, user accounts, network printing, and

  • any other desktop hardware/software issues

  • Works with other IT support staff to implement and maintain internal and external applications

  • Responsibilities: *

  • Responsible for maintaining, configuring, and upgrading computer systems. Perform minor computer repairs

  • and coordinate vendor support for more critical repairs

  • Responsible for maintaining and updating hardware and software inventories on desktop and server equipment

  • Required to carry a cell phone/pager and be on call for emergencies

  • Occasionally required to perform job duties outside of normal business hours

  • Build and maintain positive relationships with customers and all internal departments to deliver a high level of service

  • Physical movement of computer related equipment

  • Meet departmental service level metrics

Education:

*High school diploma or GED required

*Associate's degree in computer science, MIS, or a related field is preferred

Experience:

*Minimum of one year experience in a technical support services or customer service environment required, preferably in a corporate environment

Technical:

*Minimum one year of PC hardware, Windows operating systems, DOS, PC/LAN environment, monitoring systems and tools required

*Minimum one year corporate applications and systems preferred

Other:

*Microsoft Certified Professional (MCP) or other Information Technology certifications preferred

*Basic knowledge of Excel, Word and Outlook required

*Ability to respond to incidents 24x7 on a rotating basis