Location: 4400 Masthead Street NE, Suite 300 Albuquerque, NM 87109-4684
Duration: 12 Months
Role Description:
In GapTech, we are obsessed with our internal customer's success. We set the bar high and our goal is to always deliver value to our customers and exceed their expectations. This Desktop Support Contractor role is part of the Employee Enablement Organization, which is a service focused organization that acts with empathy, urgency and a strong drive to deliver the highest quality results and outstanding customer experience. The Desktop Support Technician is expected to support our internal customers, both onsite at our HQ locations and through our Remote Support services, to ensure a seamless and delightful experience. This resource will need to have the ability to adapt to a dynamic fast paced environment. The technician will be a team player and update daily documentation while engaging on daily status updates. Their aim is to provide excellent customer service and support that consistently delights customers.
Responsibilities: • Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction • Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon • Stage and configure machines for new hires and deploy new hardware as needed • Work with the Build Center team to provide timely delivery on all hardware deployments • Complete workstation replacements for users that qualify for new workstation replacements • Test, configure, install and manage repair of all IT related equipment (hardware and software) • Knowledge base documentation contribution • Accurately log and track ticket related workload in a timely fashion • Customer engagement - Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress • Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers • Above all, focus on support of people as opposed to the technology
Requirements: • Minimum 3 years of relevant experience in IT support at 1st and 2nd level within a Corporate IT support environment • Exceptional Customer Experience skills and Customer Success obsessed • Thorough understanding of service desk and customer support environment • Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions • Tolerance for ambiguity in a consistently changing environment • High energy level and creative problem-solving abilities • Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers • Proven analytical, evaluative, and problem-solving abilities • Self-motivated team player • Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices