Provide 2nd-level desktop technology support for critical components of the business (may include servicing multiple locations). Responsible for the configuration, installation, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network). Collaborate with level-3 support subject matter experts to escalate and troubleshoot issues and support and execute desktop projects (e.g. deployment, installation, tool/process creation and implementation).
Key Responsibilities
Provide quick response to escalated requests regarding desktop issues (to include desktop, laptop, operating systems, application software, printers and/or mobile devices) received via telephone, e-mail, queue tickets and/or personnel requests.
Troubleshoot, diagnose, and resolve desktop issues. Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.
Provide best-in-class customer service to end-users via telephone, e-mail, and deskside. Build relationships with end-user client groups and work to proactively understand their computing and desktop technology needs.
Maintain a high level of client satisfaction through effective communication and prompt resolutions. Collaborate across technology to remediate virus issues and isolate and remove virus from all affected desktop systems. Participate in on-call rotation.
Provide project management/coordination for related small-to-medium-sized projects. Participate in a global matrixed team.
Pro-actively identify and recommend opportunities for improvement about desktop support processes and policies, as well as technology, tools, offering and related delivery processes. Champion established processes and policies across technology and the business.
Support and provide subject matter knowledge and technical guidance to customer service projects aimed at improving procedures and processes, as well as anticipating end user needs.
Collaborate with management to document and implement processes, procedures, and tools to inventory hardware, operating systems, applications, and respective licensing.
Provide expertise in the creation, implementation, documentation, and maintenance of best-in-class processes for software/hardware requests and fulfillment and deployment of software and operating systems (to include upgrades/fixes), ensuring timely response, fulfillment, and end-user satisfaction.
Provides onsite support, basic troubleshooting, end user training, and break/fix support for video conference rooms. Also provides basic troubleshooting and break/fix support for current instant messaging/collaboration platforms.
Required Qualifications
5-7+ years of experience with hands-on PC repair and troubleshooting.
5+ years of experience imaging, installing, updating hardware, software, and operating systems (specifically Windows 10/11).
5+ years of experience installing packaged software.
Strong written and verbal communication skills with the ability to relate technical information to non-technical audiences.
Excellent customer service focus, highly organized, and team oriented with strong interpersonal skills.
Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations.
Proven ability to manage components of small projects and successfully coordinate completion of tasks among team members.
Experience with providing onsite support, basic troubleshooting, end user training, and break/fix support for video conference rooms.
Provides basic troubleshooting and break/fix support for current instant messaging/collaboration platforms.
Background in a client-prioritized, service-oriented environment is key, along with an inner drive passionate about continuous improvement.
The qualities of a self-starter - Able to identify and resolve incidents and, problems and requests without constant supervision as time goes on.
Strong decision-making, follow-up, follow-through, and priority-setting skills are required.
The ability to work well with both technical colleagues and senior business leaders to provide support and updates at appropriate levels of detail and complexity.
Experience documenting support procedures and training/mentoring peers on how to troubleshoot and support newly installed technology equipment or products.
Possess strong troubleshooting experience in (Audiovisual, Telephony products and equipment, Networking basics, Windows OS and workplace tools,
Strong technical troubleshooting skills with a dedication to standards, documentation, thinking ahead, prioritization, and making fact-based decisions.
About Our Company We're a diversified financial services leader with more than $1 trillion in assets under management and administration. Our team of 20,000 people in more than 20 countries advise, manage and protect the assets and income of more than 2 million individual, small business and institutional clients. We are a long-standing leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial Services, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
