Desktop Service Support

Company Description

American Technology Services (ATS) is a Managed Services and Managed Security Services Provider providing unparalleled Information Technology services to businesses, organizations, and government agencies. For over 28 years, ATS has been helping organizations manage risk, align IT with the needs of the business, and gain efficiencies through new and innovative technology solutions.   

Job Description

Desktop Service Support

Job Description

• User Support: Provide frontline support by interpreting, evaluating, and resolving technical inquiries related to installed applications, hardware, and software.
• Efficient Issue Resolution: Deliver prompt, high-quality service in a fast-paced, high-volume help desk environment.
• Customer Service Excellence: Manage incident lifecycles while delivering exceptional customer service for supported business units and products.
• Knowledge Utilization: Resolve issues using internal knowledge bases, external resources, or team consultation as required.
• Escalation Protocols: Escalate unresolved cases to the appropriate support level within defined timeframes.
• First-Contact Resolution: Achieve productivity goals by resolving at least 80% of incidents at the first point of contact.
• Documentation & Ticketing: Maintain accurate records of service requests in a centralized ticketing system for efficiency and accountability.
• Diagnosis: Troubleshoot and diagnose problems promptly, offering end-user training when necessary.
• Collaboration: Work with IT team members on global projects and share best practices.
• Process Documentation: Document processes, solutions, and procedures to support team continuity.
• Advanced Support Escalation: Refer complex service requests to upper-level engineers when necessary

Qualifications

• Technical Knowledge: Foundational understanding of IP addressing, DNS, DHCP, and router/switch basics.
• Microsoft 365 Experience: Competence in managing user accounts, email troubleshooting, and application support within Microsoft 365.
• Hardware & Network: Familiarity with computer hardware, peripheral devices (e.g., printers, scanners), and network components (e.g., modems, routers).
• Troubleshooting Skills: Proven ability to diagnose and resolve technical issues related to desktops, laptops, servers, and networking.
• Security Awareness: Knowledge of security best practices, including password management, antivirus, and malware prevention.
• Data Management: Understanding of data backup and recovery processes.
• Analytical Thinking: Ability to approach technical issues with critical and logical problem-solving skills
• Other Requirements: Ability to lift and or move various computer equipment up to 50 lbs.
• Additional requirements may exist if offer of employment is extended

Additional Information

All your information will be kept confidential according to EEO guidelines.