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Tech Support Associate
vor 4 Monaten
Let’s be #BrilliantTogether
POSITION OVERVIEW
The Desktop Technical Services role is a key contributor to ISS’s global customer support organization. The position delivers high quality services to ISS and joins our IT team providing technical support. The position will be based in Eschborn and provide local and global remote support as available to other ISS offices across US, EMEA and APAC. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business.
KEY RESPONSIBILITIES
- Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.
- Support multiple office locations across EMEA
- Build, configure, and troubleshoot Mac and Windows 10 desktop and laptop hardware, load software, and conduct audits for unlicensed software using Lansweeper, Workspace One, Airwatch, Horizon, SCCM for imaging, software installation and inventory management.
- Support Office365, SharePoint, Exchange Online, and MDM for mobile phones.
- Accept user calls, manage submitted tickets and work queue, respond to work queues resolving issues in accordance with Service Level Agreements.
- Set up and maintain Audio Visual equipment in main areas and conference rooms.
- Troubleshoot network, software, and printing issues.
- Work with vendor support to resolve technical problems with desktop computing equipment and software.
- Maintain and track hardware inventory and standards, working with procurement to purchase new hardware and software.
- Deploy and configure desktop and software Cisco phones.
- Document IT desktop procedures as directed.
Essential Experience and Qualifications:
- 3 years’ experience in building, installing, configuring, troubleshooting, and supporting PCs and laptops.
- 3 years’ experience supporting Windows 10/11
- 3 years’ experience supporting Office 365 products
- Knowledge of and ability to support iOS and Android mobile devices.
- Able to remain calm and focused in a highly pressurized and time-oriented environment
- Strong critical thinking, analytical and problem-solving abilities.
- Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.
- Experience in scripting, especially Powershell.
- Knowledge of various hardware platforms including Dell, Lenovo, HP, and Apple.
- Knowledge of structured Service Desk functions and operation under ITIL framework.
- Bachelor’s degree or equivalent work experience.
Nice to have:
- Experience with Apple MacOS and management systems will be considered highly advantageous
- Experience with VMWare Horizon, WorkSpace One, and AirWatch.
- Experience with Cisco telephone systems.
- A+, MCSE, or other technology certifications.
LI-JO1 #ASSOCIATE #IT
What you can expect from us
Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.
We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.
Let’s empower, collaborate, and inspire one another.
Let’s be #BrilliantTogether.
About ISS
ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.
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- Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements._
