SUMMARY

Provide in-house and remote support to end users on a variety of issues. Identifies, researches, and resolves system problems. Ensures that the service level of agreement is up to standard and performs a variety of complicated tasks.

DUTIES & RESPONSIBILITIES

Provide PC hardware and software support.
Extensive knowledge in current Windows OS and Office applications.
Works with end-users in analyzing, troubleshooting, and resolving hardware/software and some basic network support issues.
Install, administer, and troubleshoot computer hardware, software, and peripherals on site and remotely.
Identify opportunities that can improve quick deployment of systems.
Maintains call logs and solutions in Help Desk database.
Uses a variety of advanced tools to support remote locations in the US and Latin America.
Provide quality customer care in a fast and efficient manner.
May occasionally works outside the normal business hours.

QUALIFICATIONS

Must have a minimum of 2 years of College/University Credit hours completed.
High School Diploma/GED required.
1 year+ hands-on experience as a Support Technician.
A+ certification and Network + certification preferred.

KNOWLEDGE, SKILLS & ATTRIBUTES

Systems analyst and multi-platform applications experience.
Strong communication, presentation, and interpersonal skills.
Ability to work independently and collaboratively in a fast-paced and dynamic environment.
Proficient in Microsoft Office applications.

COMPETENCIES

Business Acumen: interpret external trends, business context, strategy, and operations of the organization and analyse customer needs, and co-creates business strategy and operational solutions that create value and impact to achieve sustainable business results.
Execution Excellence: deliver impact through practical problem-solving, finding practical solutions to navigate and overcome obstacles; engagement with stakeholders, achieving shared goals using effective interpersonal skills; and purposeful execution, implements actionable and adaptive plans to achieve results.
People Advocacy: build human-centric organizational cultures that promote performance, productivity and wellbeing, navigating change, and holding the organization to ethical standards, ensuring ethical conduct and compliance, and mitigating people risks.
Data Literacy: analyse, interpret, and communicate operational data to derive actionable insights, inform decision-making, and operational improvements to achieve strategic business objectives.
Digital Agility: utilize technology to enhance operational efficiency and prepare the organization to adopt digital practices.
People Analytics: collecting and applying organizational and operational data to improve critical business outcomes.
Leading Self: has a self-awareness of how actions are perceived and how to respond to feedback. Leading with empathy towards others and understanding the world from their point of view.

Core Laboratories, including all of its affiliated and related entities, is an equal opportunity employer and is committed to creating an inclusive environment for everyone. Employment decisions are made regardless of characteristics including, but not limited to, race, color, sex, sexual orientation, gender identity, national origin, age, disability, religion, genetic information, protected veteran or uniformed service member status, and any other characteristic protected under applicable law.

Service Desk Engineer (IT Support)

IT Support Technician I