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Deskside Support I

Company: Delta Dental of California
Location: Alpharetta
Posted on: September 13, 2019

Job Description:

PROMOTE ACCOUNTABILITY, INTEGRITY AND COLLABORATION: Our employees are collaborative, self-aware, and ethical. It is our expectation to do the right thing and follow through on commitments.
FOSTER PROFESSIONAL DEVELOPMENT: Our employees take ownership of developing themselves and others through coaching, mentoring and providing/being open to constructive feedback and identifying learning opportunities.
VALUE CUSTOMERS AND CULTIVATE POSITIVE EXPERIENCES: Our employees take time to build rapport with customers, while anticipating and exceeding their needs to ensure positive outcomes.

If you think this sounds like you, let s chat. We would love to tell you more!

Follow us @lifeatDDins on Instagram, lifeatDDins on Facebook, @lifeatDDins on Twitter

Delta Dental covers more Americans than any other dental benefits provider. As an employee you ll take part in our mission to become the trusted health partner by collaborating with our communities and employees to reimagine and deliver new possibilities in an ever-changing environment. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology. Our employees take pride working for a purpose-driven organization and live our values of Trust, Service, Excellence and Innovation.

We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.

Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other s strengths and sharing in successes.

The incumbent in this role will handle all Deskside Support requests, including escalations from other Desktop Administrators. As a Deskside Support level I, you will provide expert technical support to all users, including senior leadership and may provide 24x7 on- call support for escalations. This role will be responsible for providing support and resolving issues and requests directly in person, over the phone, email, or through remote desktop software. This is a hands- on position requiring experience with complex troubleshooting of both hardware and software issues.

How you will make an impact:

* Provides end-user support services

* Responds to and resolves trouble ticket assignments for desktop support within established service level agreements

* Provides direct, in-person support to end-users for hardware and software issues

* Troubleshoots hardware issues related to desktops, laptops, printers, peripherals, and mobile devices

* Troubleshoots software issues related to Windows 7/10 and Mac OSX, Microsoft Office, and other desktop applications

* Documents solutions and updates Jira tickets per established standards

* Provides 24x7 call- out support as part of a team rotation

* Responsible for PC lifecycle refresh that includes: image computers and prepares for user deployment, user data migration from older to a new computer, scheduling appointments with business users for deployment and basic training on new hardware

* Researches computer issues and helps provide solutions to other desktop support administrators when needed. Maintains and updates documentation for procedures used to resolve issues. Provides very detailed documentation indicating specific steps taken, including screenshots

* Responsible for complex video conference setup which may include multiple sites

* Provides technical support for complex application installation errors, hardware component replacement and non- standard requests for hardware/software

* Provides support to Delta executives that are visiting for troubleshooting hardware and software issues on PC, Mac, printers, mobile devices, and other peripherals

* With minimal supervision, coordinates and works on projects as assigned to the Deskside Department

What we look for:

* Good working knowledge of Jira system and interface to create tickets and assignments to Deskside Team as well as a delegate to other teams

* Must be able to troubleshoot and resolve complex PC hardware and software issues

* Must have proficient Mac OSX support experience

* Must be able to troubleshoot and resolve complex Mac OSX software issues

* Proficient with JAMF for Mac support is a plus

* Good working knowledge of Bitlocker encryption software and McAfee Endpoint encryption

* Familiarity with completion of asset records edits and updates to the current status of endpoints

* Knowledge of IT home electronics devices, peripherals, and WiFi setups

* Demonstrated a high level of professionalism and customer service oriented

* Exceptional interpersonal and communication skills

* Excellent problem solving and teamwork abilities

* A high school degree or equivalent education in computer technology required

* A minimum of 4 years of formal computer technology experience required

* Apple Certified Mac Technician ( ACMT ) preferred or equivalent job experience

* Microsoft Certified Desktop Support Technician (MCDST) preferred or equivalent job experience

* Microsoft 365 experience preferred

Benefits and perks:

* 12 days starting vacation plus 11 holidays and your birthday off!

* Multiple medical insurance options: 100% paid or low cost premiums

* 100% paid dental insurance

* 100% paid vision insurance

* Onsite gym and/or gym discount and fitness incentive

* Culture of learning: substantial tuition reimbursement to improve your skills

* Career growth: we love promoting from within

* Strong commitment to work/life balance

* Technology allowance

* Social responsibility and volunteer opportunities

Keywords: Delta Dental of California, Alpharetta , Deskside Support I, Other , Alpharetta, Georgia

Click here to apply!

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