Desktop Support, Associate
Position Purpose :
The GSCR IT Desktop Support, Associate is responsible for providing the highest level of customer service and support to our internal customers in the areas of end user computing, hardware, software, network, administration, communications, and connectivity.
Business Description :
The GSCR IT Desktop Support, Associate primary role is to ensure proper computer operation so that end users can accomplish business tasks.
This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-
person, hands-on help at the desktop level. Candidate may be required to interact with other members of the IT Team to diagnose and resolve unique problems.
At times, the candidate may be asked to assist in the maintenance and testing of network, servers and / or associated equipment.
Essential Job Responsibilities :
Determines and resolves PC software problems and provides technical support of PC software including interfacing with users, technical support staff, vendors, over the phone, on site or remotely.
Support User Access Management (Active Directory, outlook, corporate applications).
Troubleshoots and resolves PC hardware, software, terminal, and printer equipment issues.
Responds and fulfils end-user requests for PC hardware and software related services.
Uses ticket system tool to manage assigned Incidents and Service Requests, prioritize work effort, and track progress against deadlines / milestones / service levels.
Maintains security standards in end user endpoints.
Patch, upgrade and / or replace computer hardware and software systems.
Documents and maintains IT assets information, PC hardware, telecom terminals, and printers.
Installs, imaging & configures PC software such as Windows operating system, Microsoft Office, VPN software, etc.
Maintains knowledge of current PC hardware, PC software, and network capabilities.
Maintains site's desktop support documentation and knowledge articles.
Follows corporate processes and standards. Examples include Security standards, IT operations processes and performance metrics as defined by the immediate supervisor.
Prioritizes work effort to ensure that commitments made to the Business to deliver services and / or daily operations are met on a consistent basis.
Contacts and coordinates with hardware or software vendors for service if necessary.
Participates in the Team's 24x7 coverage model.
Perform basic to intermediate server, network, backups and voice system administration tasks.
The above statements are intended only to describe the general nature of the job, and should not be construed as an all-
inclusive list of position responsibilities.
Required Qualifications :
Bachelor's degree in computer science and / or related field required, advanced University student or equivalent Technology Certification
1-2 years Knowledge installing, configuring, and supporting Windows operating system.
1-2 Knowledge building and configuring desktop and laptops within an enterprise network (Windows environment).
1-2 Knowledge configuring & troubleshooting L2 / L3 network devices switches, wireless access points and controllers.
1-2 years in similar roles, customer service and technical support
Excellent customer service orientation
Strong critical thinking and problem solving skills are required.
Demonstrable attitude to drive tasks to conclusion with extreme urgency.
Good English communication skills
Administrative knowledge of following technologies :
Microsoft Active Directory, Microsoft SCCM(Windows Deployment Services), MS Outlook, MS Office, IBM iSeries Client, AS400 user's environment, McAfee Antivirus & DLP Software, Checkpoint / Cisco VPN, RSA Authentication Manager, Cisco Webex, SAP Business One, Avaya Configuration Manager Administration, Voice over IP, Cisco Wireless Administration.
VMware environment. Printers troubleshooting.
Preferred Qualifications :
ITIL V3 Foundations Certified
Certifications including CompTIA A+, network +, CCNA, MCSA, MCP.
Information security certification
Travel Required : 5% Percentage / frequency of travel
Work Schedule : M-F 8-5
On-call duty at least 1 week per month
Work Environment : N / A
Physical Requirements : N / A
N / A
Thank you for considering employment with Fiserv. Please :
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.