Computer Support Specialist - Remote

  • D.A. Davidson
  • Remote
  • Apr 26, 2022
Full time Computer Science Data Information Technology Software

Job Description

Job Description

Summary/Function:
The Remote Computer Support Specialist provides phone/online assistance and knowledge in the setup, troubleshooting, and maintenance for endpoint computer hardware, Microsoft Windows operating system support, desktop application software, printers, endpoint peripheral hardware.
Use knowledge and skills obtained through education and job experience to continuously support users from multiple business groups within DA Davidson. The position will adhere to ITIL principals and be responsible for the resolution and/or escalation of various hardware and software issues, both in-person and remotely.

Location preference: remote location in the Eastern Time zone.

 

Experience and Skills

Qualifications:
Education/Certifications
* Associate’s degree in field of specialty or equivalent IT Support or Customer Service experience
* Any of the following Certs are a plus but not required: CompTia ITF+, A+, Network+ or Security+

Customer Service
* Excellent customer service skills; ability to work successfully with a variety of personalities and various management levels
* General to expert knowledge of the following:
o Ability to maintain a helpful/professional demeanor while diagnosing an issue over the phone
o Ability to work to resolution customer issues over the phone
o Ability to empathize with end user in challenging situations

Business Sense
* Familiar with department policies, processes and procedures
* Ability to work a variety of shifts
* Experience working in a team-oriented, collaborative environment
* Highly self-motivated and self-directed
* Organized and detail oriented

Technical Expertise
* Excellent technical communication skills, both oral and written; ability to communicate technical directions in laymen’s terms, both in person and over the phone
* General to expert knowledge of the following:
o IT Service Desk system, phone system, supporting business applications, workflows and processes
o Computing devices
 Tablets, Laptops, Desktops, Peripherals, Cellular
o Applications
 Knowledge of software packages and their applications
 MS Office, Adobe
o Web browsers and plugins
o Remote desktop control tools
o Understanding of patches and drivers
o Microsoft Office and Microsoft operating systems
o Windows imaging
o Client server applications
o Database connectivity
o Knowledge of basic networking tools to determine connectivity
o Printers

Other
Ability to safely lift and carry as much as 35 pounds

Duties:
* Respond, resolve, and escalate incidents or requests, both in person and over the phone, in a timely manner.
* Attain performance goals set by management for resolving incidents being logged into the support queue; provide escalation support and satisfactory customer service
* Troubleshoot and assist D.A. Davidson Companies’ employees with using their computer and computer peripherals, applications and security credentials
* Evaluate work load and capacity of computers and computer system to determine feasibility of expanding or enhancing capabilities or performance; recommend improvements to IT management
* Assist in the support of business applications to include but not limited to: patching, testing, software licensing tracking, installing, upgrading, receiving application training, attending internal and external meetings, providing end user training, monitoring application performance, working with vendor support and sales, budgeting and creating documentation to end users and IT staff
* Assist in the support of computer life-cycle and office technology to include but not limited to: patching, imaging, deploying, transferring user profiles, evaluating, securing, receiving training on computer O/S and hardware, maintain inventory, manage printer support agreements, work with vendor support and sales, provide documentation to end users and IT staff and help resolve incidents with computer related to the O/S, core applications or hardware that has been escalated from the Service Desk
* Work with management to improve personal technical proficiency, support and customer service skills; identify and complete technical training and certifications; develop other work or career goals where progress can be tracked and discussed
* Learn and adhere to all D. A. Davidson Companies’ policies and procedures; attend scheduled meetings or training sessions around existing or new policies and/or procedures; recommend changed to IT procedures to improve productivity and/or reduce costs
* Adhere to and educate users of our defined cybersecurity best practices, which include credential management, phishing and malicious vigilance, and physical security measures.