15 days old

Product Support Specialist - Desktop Level 3

Atlanta, GA 30308
JobTitle: Product Support Specialist - Desktop Level 3
Job ID: 364668_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
This position is for Product Support Specialists at the Marietta Technology Center (MTC) to provide Desktop Level 3 support.  The Product Support Specialist will help support appx 1500 IT associates and leadership team at the facility providing technical support.  The Product Support Specialists will help drive customer satisfaction and contribute to meeting service levels internally and externally.

Required Technical skills: Hardware

  • Responsible for support of all desktop pc's, thin clients, laptops, peripherals, video conferencing(Cisco Telepresence), basic phone system administration, and mobile devices. 
  • Responsible for staying informed and assisting with all hardware upgrades within our environment.
  • Basic familiarity with network and server components.

    Required Technical skills: Software

    • Support for all licensed software, installing and troubleshooting all software \"break-fix\" issues.  Overall knowledge of all current site-licensed software including: Windows OS, Mac OS, IOS, Android, MS Office Suite, MS Project, Visio, Outlook, Anti-virus, and Adobe products.

       Required Soft Skills:

      • Excellent time management, organizational, and prioritization skills.  Use sound judgement to request assistance in resolving conflicting priorities.
      • Provide excellent internal/external customer service; effectively communicate with users verbally and in writing; demonstrate active listening skills.
      • Must be able to work with team members that are local and remote.
      • Responsible for following project implementation plans, providing deliverables as assigned.
      • Support may be provided desk side, remote tool, or via phone support queue.


        • None required; A+, MCSE preferred.
        • 3-5 years experience preferred

           The successful candidate will be responsible for supporting desktops, thin clients, laptops, video conferencing, and mobile devices while providing the highest level and quality of customer service.
          25% - Support & Enablement:
          Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
          Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

          40% - Delivery & Execution:
          Has administrative rights; can make change to systems hardware and software
          Partners with engineering team to resolve any SCCM Software Center issues
          Maintains, upgrades and supports existing systems to ensure operational stability
          Applies diagnostic utilities to as needed to complete troubleshooting activities
          Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
          Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
          Tests fixes prior to closing tickets to ensure problems have been adequately resolved
          Obtains and maintains license keys and associated software assets
          Maintains the PCLS software server which contains manual installation packages
          Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
          Interacts and builds relationships with site leadership where applicable

          10% - Administration & Operations:
          Documents all pertinent end user identification information including nature of problem
          Records, tracks, and documents the problem-solving process for each ticket
          25% - Learning:
          Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
          If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
          Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
          Located in a comfortable indoor area. Any unpleasant condition
          Typically requires overnight travel less than 10% of the time.
          Additional Environmental Job Requirements:


Posted: 2020-11-17 Expires: 2020-12-17

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