Desktop Support Analyst II Job in San Francisco 94110, California Us
Job ID: 1946
Position Description:
Concur (NASDAQ: CNQR) is the world’s leading provider of integrated travel and expense management solutions. Web and mobile-based, Concur helps organizations and their employees control costs and save time. Concur's suite of award-winning travel booking, expense reporting and invoice processing solutions allow companies of all sizes to automate and optimize their business processes while providing actionable business intelligence and a rapid ROI. Concur is trusted by thousands of companies in more than 90 countries and reaches millions of employees worldwide.
Concur's market leadership regularly results in regional, national and international recognition. Concur was recently ranked sixth in the mid-sized company category on Seattle Business Magazine's 100 Best Companies to Work For 2011 - results based on the independent survey of employees. Concur's employees ranked the company very high in virtually every survey category, from hiring and retention to corporate culture. More information about Concur is available at www.concur.com .
Job Overview:
Working under general supervision, primary focus for the Desktop Support Analyst II is on resolving technical computer, network and software related issues, managing escalated problems, and providing formal and informal end-user training on a broad but limited range of desktop products. Diligent attention to customer satisfaction and detail is a must-have attribute.
Responsibilities:
- Provide software and hardware support related to all end user technical issues. Typical tasks would include Windows troubleshooting, Outlook email support, network hardware configuration and support, new software installation and configuration. Some basic server support of adding/deleting/moving users required.
- Log and diagnose (or escalate for additional action) all Helpdesk problems, issues and trouble calls.
- Receive and resolve call escalations from Level 1 support as needed.
- Provide documentation and process flow to assist in first-call resolution for desktop hardware, software, LAN, WAN, e-mail, web, Internet, Intranet, and administrative computing related problems.
- Perform systems administration for corporate applications.
- Perform moves, adds, and changes for local and remote systems.
- Apply technical experience and logic to assist customers in local and remote troubleshooting and problem resolution.
- Exercise judgment in prioritizing problems.
- Ensure problems are correctly routed through to the appropriate responsible Information Technology individuals.
- Perform other related duties and assignments as directed.
- Be aware of, and comply with, all corporate policies.
Position Requirements:
Education, Experience Training required:
- Computer Science or Information Technology degree or equivalent experience required; bachelors in computer science preferred
- A+ certification required
- 3+ years expertise supporting a MAC OS desktop environment.
- 2 + years administration and support of Google Apps, and Adobe suites.
- 3+ years experience with desktop support in Windows environment including hardware and network peripheral support (fax machines, network printers, scanners, modems, hubs, smart phones, and cabling)
- Experience in Exchange administration
- Background in Active Directory Administration for user and computer account management
- MCP or MCDST certification preferred
- Proven proficiency in a LAN / WAN environment
- Lenovo or Dell certification preferred
- Ability to pass a background check
Critical Performance Competencies:
- Customer Focus: Provides superior customer service resulting in a high-level of customer satisfaction, must be patient.
- Problem Solving: Demonstrates consistent logic, rationality, and objectivity in problem-solving.
- Integrity: Earns trust of coworkers
- Excellence: Sets high standards for self. Demonstrates a dedication to greatness through personal humility and professional will.
- Communication: Effectively communicates with both technical and non-technical personnel
- Tenacity: Reputation for not giving up and "can-do" attitude and follow through
- Team: Being a part of a dynamic team while maintaining the ability to also work independently
Value Competencies:
- Displays passion for responsibility to the customer
- Hires, develops rewards great people
- Displays leadership through innovation in everything you do
- Displays a passion for what you do and a drive to improve
- Displays a relentless commitment to win
- Displays personal corporate integrity
EEO:
Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V)
Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.
Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’. Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.
Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.
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