Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress
Good understanding of OS; Windows XP/ Windows 7/10 issues
Experience performing installations, moves, software and hardware adds and changes to end user’s IT equipment
Experience with end user support using remote support tools
Ability to update device bios or drivers
Ability to effectively research issues encountered and effectively resolve
Ability to interact with resolver groups to diagnose and resolve problems when possible.
Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups
Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets
Works under the guidance of Desktop Support Manager
Leadership Qualities:
Ability to lead a team of technicians across multiple locations
Maintain excellent communication with peers, team members, and IT Management
Ability to interface well with local operations personnel outside of IT
Has experience coaching and cultivating skillset growth within a team setting
Provides reporting and updates on team status and progress to IT Management
Technical Knowledge:
Windows XP, Windows 7, Windows 8, Windows 10
Office 2007, 2010, Office 365
Networking – TCP/IP, Remote Connectivity VPN
Advanced hardware troubleshooting skills
Skill/Ability Knowledge:
Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.
Experience utilizing remote support tools for end user support; diagnostic and repair
Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets
Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.
Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation.
When necessary, possesses the ability to escalate issues to other teams, and then maintain continual communication with escalation team until issue is resolved to satisfaction. Once resolved, candidate will follow up with end user(s) to ensure they are aware of progress, and verify completion.
Experience: Five years providing end user Desk side computer support.
Experience or knowledge in two or more of the following areas: Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365
Candidates must have strong interpersonal and customer service skills. They will be expected to partner with executive assistants and prioritize requests from executives.
This position is on-site and based in White Plains, NY. Occasion travel between our White Plains, NY office and NYC office is required.
The base compensation range for this position is $82,000 - $105,000commensurate with experience. Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment with opportunities to work both remotely and in office when desired.
About you
Minimum Requirements:
5 years’ experience providing Deskside support to end users
Associates Degree / Technical School graduate or equivalent Military experience considered
Excellent Customer Service Skills
Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues. Experience with providing end user support utilizing remote management tools
Ability to support end user mobile smart devices
Ability to perform installation, move add and changes to end user desktop environment
Ability to diagnose, troubleshoot and resolve end user network connectivity issues
Excellent communication skills both written and verbal.
Ability to work independently prioritizing daily operational objectives for support
Preferred Requirements
Active Directory experience
Windows XP, Windows 7, Windows 10
Office 2007, 2010, O365
Success Measurements
Success will be measured by what you accomplish and how efficiently you accomplish those things
Consistent rating of 4.5 out of 5 on customer satisfaction surveys for assigned activities
Meet or exceed operational services levels monthly for assignment
Management of Desktop assigned Incidents, Requests and Changes
Current on event activity – updated daily
Management of aged open ticket History – minimize tickets 21+ days old
Complete when required or assigned Technology Solutions reporting or documentation Continual Service Improvement track record
Continued education effort in field of study or technical coursework
Responsiveness to Management
About Danone
At Danone North America, you’ll work with some of the best-known food and beverage brands in the world like Activia, Silk, Two Good, Oikos, evian, and Happy Family. You’ll be part of the largest Certified B Corp™ in the world, working together to make sure our brands create real benefits for people, communities, and the planet. We have 6,000+ employees across the U.S. and Canada. Come join our movement for a healthier world: One Planet. One Health BY YOU.
Danone North America is proud to be an Equal Opportunity employer. It is our policy to give equal employment opportunities to all qualified persons without regard to legally protected characteristics, or any other consideration made unlawful by applicable federal, state/provincial and/or local law. For our EEO policy statement and your EEO rights under law click here.