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Alorica Sr. End User Support Associate in Greensboro, North Carolina

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Provides second or third tier, advanced operational support for network infrastructure and internal desktop systems software and hardware.

JOB FUNCTIONS

• Advanced technical support to internal and external customers

• Troubleshooting and providing solutions

JOB RESPONSIBILITIES

• Provides advanced technical support to internal and external customers; installs, configures, troubleshoots, monitors, and maintains customers' desktop software and hardware; supports mobile workforce

• Consults with customers on all aspects of end-user computing and desktop based systems software; resolves advanced complex, less defined issues

• Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system

• Maintains passwords, data integrity, and system security for the desktop environment

• Provides advanced technical support and guidance through support, training, and publication of documentation; seeks hardware repair through outside vendors

• Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system

• Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages, implements prototypes, and consults with customers on selection of software applications

• Manages hardware inventory using asset management tool

• Creates and implements software distribution methods and standards

• Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains integrity of the LAN software and hardware

• Performs LAN security procedures including implementing log-in requests; evaluates new products and technologies to determine impact on existing system configurations

OTHER RELATED DUTIES

• Complies with established policies and standards to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel

JOB REQUIREMENTS

Minimum Education and Experience:

• Associate’s Degree or equivalent experience/Certifications within area related to job function

Knowledge, Skills and Abilities:

• Experience in IT management with emphasis on infrastructure technology

• Experience with design of IT infrastructure

• Working knowledge of most Microsoft based platforms including Windows based operating systems

• Working knowledge of IT Disaster Recovery process and procedure

• Strong organization, project planning and time management skills

• Demonstrate excellent written and verbal communication skills

• Ability to communicate technical issues to non-technical people

• Ability to negotiate and solve conflict

Equal Opportunity Employer - Veterans/Disabled

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