Desktop Support Job in Wilmington, Delaware Us
Desktop Support
Who are we?
ING DIRECT exists to help you save your money. ING DIRECT is headquartered in Wilmington, Delaware with innovative ING DIRECT Cafs in multiple locations across the U.S. where you can experience what Orange is all about!
We do business online, over the phone and by mail. Without the overhead and high operational costs of other banks, we can pass those savings onto Customers. As proof, we have Electric Orange checking, an easy-to-use paperless checking account that also pays a great interest rate. The Orange Savings Account lets you save with no fees, no minimums and a great rate. The Orange Mortgage has low closing costs, a simple, no-hassle application, and great rates that can save you thousands on your mortgage. And weve added ShareBuilder, an online brokerage designed to make investing easy and affordable for everyone.
Summary
The Information Technology Department delivers superior customer experiences through the development and support of front and back office systems while focusing on ITs four core values: Partnership, Excellence, Innovation and Efficiency.
IT Infrastructure Services is responsible for the implementation, administration and 24x7 support of all voice, data, Internet and desktop services at ING DIRECT. These are the core services of IT for Customer access to account information and internal users in all locations.
The IT Support Level II position is responsible for the day-to-day Desktop Support of the end user community. This position will provide Tier I Desktop support for all users experiencing problems with desktop hardware, software and other computer related technology issues and inquiries. This individual will interview users to collect information about problems and lead the user through diagnostic procedures to determine the resolution of the service request.
This individual must be able to log and track calls using problem management software, maintain history records and related problem documentation, and perform a triage on all incoming requests to ensure the tickets created are routed to the appropriate group for resolution.
Daily activities will be driven primarily by requests submitted by all internal employees. This position has a secondary responsibility for answering incoming phone calls for Helpdesk backup for disaster recovery or meeting coverage as assigned. This individual performs inventory of workstation hardware, including printers and toners. This position may also be exposed to moves, additions and changes as they relate to end user stations / phones, troubleshooting issues related to desktop services and associated applications, and maintenance of workstation hardware.
Responsibilities
Answer, evaluate, and prioritize incoming service request, voice mail, email, and in person requests for assistance
Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of issues related to the systems
Provide Tier I technical support for end user community
Provide the proper tracking of issues and resolutions for end user support
Provide support hours on the phone providing Helpdesk and Workflow duties if requested
Close tickets within SLA
Maintain a positive working relationship with all departments seeking out ways to improve their productivity
Install and troubleshoot desktop hardware and software according to department standards and procedures
Install and implement telephony equipment including Avaya digital and IP phones
Provide inventory management as required for individual site stock hardware for the IT Services Team including toner, computers and monitors
Image and maintain a stock of imaged PCs for deployment by technicians as and when needed
Video conferencing setup/testing/support
Attend training courses, ILC courses and performs self-study
Demonstrate the ability to use the Internet as a resource for research and troubleshooting
Translate technical terms into non-technical language to the customer
Demonstrate the ability to learn multiple and custom applications quickly and apply that knowledge
Handle other duties as assigned by IT Infrastructure Management
Mentors / Trains new support technicians
Qualifications
3 to 5 years work experience in a technical capacity supporting desktop systems
Knowledge of desktop hardware and software
Knowledge of Windows OS
Knowledge of Microsoft Office Applications
Working knowledge of network protocols and topology
Experience using TCP/IP for FTP, Telnet, etc.
Exceptional interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with the customer as to the status of a particular issue
Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
Well organized and has the ability to properly manage individual workload
Should possess a strong work ethic and a desire for a variety of challenges
Possess an excellent understanding of operating systems and applications, networks and moderate to high level software and hardware troubleshooting skills gained through experience and/or training
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