Desktop Systems Specialist II / End User Service Specialist

JOB SUMMARY

Avid is looking for desktop specialist for its Szczecin office. The Desktop Systems Specialist will act as the first point of contact for all Avid end user support requests. As a key member of the Avid Global Service Desk team the Desktop Systems Specialist role will support hardware, software, applications, and mobile devices for both Windows and Mac users. Activities include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware, software, and peripheral equipment to ensure optimal workstation performance. This role will be expected to troubleshoot end user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.

All candidates must possess and cultivate a focus on providing the Avid end users with a superior customer service experience, maintain a high level of service satisfaction among team members and end users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.

RESPONSIBILITIES AND DUTIES

• Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests.

• Prompt identification, analysis, and diagnosis of all support issues providing customers with frequent updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities.

• Monitoring of Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with Avid PTG’s designated service level agreements and knowledgebase instructions.

• Ensure that all support requests received via chat, walk up, telephone, and email are properly entered into Avid PTG’s ITSM tool in accordance with documented SLA/OLA policies.

• Proper tracking of all hardware and software assets within asset management tools and in accordance with Avid PTG asset management best practices including monthly analysis of asset reports to confirm integrity of data.

• Timely escalation of all unresolved support requests to tier 2 Service Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.

• Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.

• Delivery, set up, and assist in the configuration of end-user computer hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.