Mitchell International, Inc.

Desktop Specialist 2

US-CA-San Diego
Job ID
17-7797
Type
Regular Hire

Company Overview

Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

 

 

Job Description

  • Coordinates, diagnoses and troubleshoots incoming employee calls.
  • Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
  • Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
  • Provides case status updates to management and end-users.
  • Supports and maintains effective relationships with users.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
  • May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions.
  • May include company-wide, web-enabled solutions.

Qualifications

Experienced professional working in a corporate environment providing, customer service, communicating technical information to staff members with varying levels of technical understanding and a positive attitude.

Professional skills

  • Experience with writing SOPs and knowledge base articles
  • Ability to adhere to corporate policies and explain policies to customers
  • Able to work on group and individual projects with minimal oversight
  • Detailed oriented individual for accurate asset management
  • Team oriented attitude

Technical Skills

  • Remote support: teamviewer, remote assistance, SCCM remote
  • Technical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates
  • Managing mobile BYOD: Android and iOS
  • MAC support
  • Office 2010/2016
  • Must have strong knowledge of Imaging process; SCCM experience preferred
  • Asset management
  • Windows 7/10 required
     

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