Desktop Support Technician

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title:

Desktop Support Technician

FLSA Status:
Non-Exempt

Department: IT Infrastructure

Reports to:

Manager of Desktop and Helpdesk

Location:

Proctor – 166

Proctor Loan Protector does not sponsor any type of work visa’s or STEM programs.

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

• Fun work environment with a variety of work
• Being part of a team
• Career growth
• Ability to highlight your skills
• Feel valued
• Great benefits, pay and culture

Responds to phone calls and assigned service requests for IT services. Opens new IT work orders and proactively monitors progress of open IT work orders. Performs general tasks to aid in the ongoing support of a microcomputer environment, assists with end user questions and problems. Maintains the relationship with customer for the duration of work orders.

Performs general tasks to aid in the ongoing support of a microcomputer environment. Assists with end user questions and problems. Will support Microsoft Office Suite of products, proprietary applications and utilities. Installs software and peripherals, performs general maintenance tasks, along with basic hardware repairs/upgrades.

• Process incoming IT service requests.
• Work assigned desktop tickets. Both onsite and remote.
• Build out PCs and Laptops for new hires and replacements.
• Receive Customer requests via phone and email, assist with initial troubleshooting and information gathering if request needs escalation to specific teams.
• Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated.
• Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e‑mail.
• Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
• Forward new work orders to appropriate IT departments for servicing.
• Gather and understand all information for changes and provide synopsis of change to manager sending notification.
• Provide computer technical support to end users.
• Independently analyze and solve client PC problems (hardware, software, network access).
• Responsible for creating and maintaining current desktop software image and inventory for the IT department.
• Coordinate all physical user moves with department supervisors.
• Train and orient new employees in operation of desktop software and hardware interface.
• Monitor progress of open IT work orders.
• Run and analyze work order status reports and queries.
• Proactively work to identify work orders in jeopardy of violating SLA.
• Have the ability to troubleshoot hardware related problems.
• Memory Upgrades.
• Hard drive replacement and re‑imaging of hard drives.
• Video card replacement.
• System board replacement.
• Maintain customer relations.
• Update customer with pertinent work order status changes.
• Insure all customers’ concerns are addressed.
• Positively impact IT customer relations by proactively working to identify and address sensitive issues.
• Follow‑up with IT teams servicing problems and communicate problem and resolution to user as well as department(s) associated with the problem.
• Support Software applications – Microsoft Office, Various Communications products (PC Anywhere, VPN, etc.), Proprietary Applications.
• Have…