WATERLOO | Desktop Support (Field Support) III
at Majorel USA Inc

Job Description

WATERLOO | Information Tech - Desktop Support (Field Support) III

Company Summary:

We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Majorel client end users and Majorel staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position's responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.

Overall Responsibilities:

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Virtual desktop troubleshooting for remote staff.
• Perform laptop, desktop, printer and hardware setup and configurations
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Help Desk and Operations staff as a level 2 resource to determine and resolve problems received from clients.
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. 
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Orders computer supplies.
• Assists in maintaining LAN/WAN and telecom systems.

Job Requirements:

Formal Education/Certifications

• Undergraduate degree in a relevant field or CompTIA A+ Certification
• Preferred – Microsoft Certified Desktop Technician certification
• Desired - ITIL Foundations v3 certification

Knowledge & Experience

• 2-3 years' experience in desktop support
• Extensive experience supporting end users in a geographically-disperse, Microsoft-centric client-server environment
• Detailed knowledge of support-oriented tools and technologies, including incident/ticket management systems, remote support tools, and software deployment/distribution systems
• Solid working knowledge of current IT technologies across a wide variety of areas.

• Basic understanding of infrastructure technology including networking, desktop operating systems, network printers, and VoIP phones (Avaya preferred)
• Knowledge and skills of Microsoft Windows 2010, Wi-Fi troubleshooting, Office 365 Suite, and basic networking
• Desired – Knowledge of Citrix

Skills & Competencies

The table below provides an overview of the skills and competencies generally common among all position levels within this group and how the competency rank should align within each level.  As can be seen in the table, the complexity of skills generally increases as the position level increases.

The competency rankings below stipulate the minimum level of skill required for entry into each position.  It is expected the individual will develop their skills while working in each position level.

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company's Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.