Desktop Support Technician 1

Daikin TMI Holdings, LLC. is seeking a skilled and professional Desktop Support Technician 1 for our IT organization at our onsite location in Chesterfield, Missouri.

Why work with us?

• Benefits are effective on day one for all full-time direct hires
• Training programs are available to help guide team members and develop new skills
• Growth opportunities—there is immense potential to grow your career
• You will be part of a global company—our family brands are backed by Daikin Industries, Ltd., an organization with over 60,000 employees worldwide

Responsibilities

• Investigate and resolve user software and hardware problems; answer questions using knowledge of software, hardware, and procedures
• Call vendors to request service for defective products
• Image and deploy hardware; install software requested by users
• Manage and coordinate desktop resolutions reported through the problem tracking system
• Resolve reported desktop/laptop hardware problems
• Provide timely customer follow-up and status reports until issues/tasks are resolved; manage online ticket system
• Ensure desktop support requirements meet and maintain Service Level Agreements (SLA)
• Review and resolve escalated customer problems
• Follow through with other IT teams to track the status of issues
• Document all actions taken to resolve customer requests in the call tracking system
• Troubleshoot, analyze, resolve, track, escalate, and accurately document hardware, software, and technical issues
• Support features, functionality, and usage of applications
• Support the manufacturing facility environment, including thin clients, scanners, monitors, printers, etc.
• Cross-train with other groups as assigned and train users
• Analyze, interpret, and escalate problems to other IT teams; perform root-cause analysis on escalated tickets
• Provide after-hours on-call support on a rotational basis
• Investigate and implement solutions for problems involving terminals, laptops, printers, etc.
• Set up, install, and maintain hardware
• Perform additional projects/duties to support ongoing business needs

Requirements

• A+ certification or PC hardware repair experience
• Excellent written and verbal communication skills
• PC literacy with the ability to support Microsoft Office products (Access, Word, Excel, PowerPoint, etc.)
• Ability to document work in progress
• Strong customer service skills
• Ability to analyze, troubleshoot, and solve problems
• Ability to work well with team members/customers and diffuse volatile issues
• Effective organizational and time management skills
• Experience with endpoint management preferred
• Encryption software knowledge is a plus
• Knowledge of application upgrades, rollouts, and anti-virus software
• Ability to apply good judgment, strong work ethics, and integrity on the job
• 2 years of relevant experience
• High school diploma required; Associate’s Degree or higher preferred
• Microsoft certification or equivalent preferred

Benefits

• Day-one benefits for all full-time direct hires
• Training programs to develop new skills
• Career growth opportunities within a global company

Work Environment

Must be able to perform essential responsibilities with or without reasonable accommodations. Work is closely supervised and follows established procedures within well-defined instructions.