Original listing text, shown exactly as published by the company.
Responsibilities
- Testing and troubleshooting desktop hardware, operating systems and applications following established diagnostic procedures and protocols
- Implementing software updates, system patches and operating system images while monitoring for conflicts with existing applications
- Supporting end-user technical needs through multiple channels including telephone, email and remote desktop assistance
- Coordinating with hardware vendors and internal teams to facilitate equipment repairs, replacements and maintenance activities
- Investigating and documenting system outages while collaborating with technical teams to implement prescribed solutions
- Analyzing potential new hardware and software solutions according to defined evaluation criteria and departmental standards
- Providing tier-two technical support for complex desktop issues while escalating critical problems to senior specialists
- Documenting technical solutions and troubleshooting steps in knowledge management systems following department guidelines
- Contributing to the development and maintenance of standard operating procedures for common technical support scenarios
- Participating in after-hours support rotations and emergency response activities as scheduled by IT management
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expected to
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
