IT Client Support Specialist II

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm orwww.incomm.com/blog.

The position will provide technical support to InComm’s employees and contractors both in region and globally. The candidate will be responsible for the deployment, stability, asset tracking, and troubleshooting of all equipment for which the Global WorkPlace Technologies team is accountable. This responsibility encompasses the full range of Information Technology (IT) activities.  They will also be asked to help with Server systems and Network troubleshooting on an “as needed” basis. 

This IT professional will provide customer focused first and second tier support for the current and future User access and desktop infrastructure.  Duties include the implementation and adherence to process, standards, and configuration management practices. Supporting and maintaining first level support for Windows, Mac OS, Android, iOS, Microsoft Office, O365 Enterprise Mobility Suite, on-prem Active Directory (AD) and Exchange, including the setup of new User Accounts and Outlook per InComm standard operating procedures (SOP), External and Internal application authentication as well as the hardware infrastructure for this environment. Tasks will include duties such as workstation, printer, cell phone and desk phone management. Serve as a technical resource on all enterprise desktop related projects, as well as lead such initiatives if needed.  The position will actively participate in the Client Support global ACD phone queue and an after-hours on-call support rotation for a local and global customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Customer Support
• Candidate will be directly supporting all levels of lnComm's internal users both over the phone and at their desks with the customer service being the highest priority.
• Must be willing to accommodate user's needs when possible.
• Must have a good attitude and focused on delivering the best end-user experience possible minimize user frustration.
• Moves, Adds, Changes to Hardware and Software
• Completes user changes, adds, deletes as required in accordance with established guidelines
• Performs computer hardware adds/moves/changes as required in accordance with established guidelines
• Asset Management
• End-user asset inventory and tracking
• Equipment ordering/receiving
• Key stakeholder in PC Life Cycle Management
• Special Projects
• Meets deadlines as both described in project description documents and agreed upon by the internal or external client
• Provides status updates of each project
• Contributes ideas for efforts to improve morale, communications, processes, performance in the office
• Reads, understands, applies and supports departmental policies and procedures
• Exercises self-initiative to recognize and act upon departmental needs
• Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to this position.
• Adherence to established disaster recovery policies and procedures - including, but not limited to backups, configuration / change management, and system documentation.
• Safeguard and Maintain Network and the Devices that Comprise It
• Knowledge of basic concepts of networking including DNS, DHCP, IP addresses
• Handle, per escalation plans, or escalate to management any: building issues, equipment, application concerns, malfunctions, or elements requiring immediate attention or impacting lnComm staffs ability to service customer and/or meet performance standards
• Escalates/documents to Desktop Support Manager when inappropriate usage of any system is habitual
• Supports the monitoring of systems to improve performance
• Supports in a positive manner, the efforts to implement and enforce procedures, processes, policies, standards, technologies to the general staff
• Exercises good judgment, responsibility and follow through in performance of all duties
• Supervisory Responsibilities 
• Peer and supervisory mentoring of team members
• This position may occasionally lead a small team and/or supervise contractors and/or peers
• (Other duties may be assigned as needed.) 

• Education and Experience
• 5 Years of end-user support experience
• 5 Years of experience with imaging equipment and deployment
• Experience with Windows Administration
• Experience with Mobile Devices (smartphones, tablets, etc)
• Experience with Windows XP, 7, 8, 8.1, 10 including basic Office applications (Outlook, Word, Excel, etc)
• Experience with Active Directory
• Experience with Microsoft Office
• Experience with remote support
• Document Enterprise configuration policies, best practices, and physical and logical layout
• Perform maintenance tasks to minimize the risk of outage
• Excellent problem solving skills
• Knowledge of workgroup and/or enterprise server hardware platforms
• Enthusiasm and consistency in performance
• Hardware Experience should include Dell, Lenovo, Polycom
• Working knowledge of desktop imaging and IP phone setup using 13 preferred.
• Experience with Apple workstation devices.
• Communication Skills
• Proficient in English as well as local language(s)
• Excellent Customer Service Skills
• Patience and ability to listen to the needs of users, evaluate same and act accordingly
• Good people skills, capable of working with others' attitudes and opinions
• Good written and verbal communication skills
• Must be willing to collaborate and share ideas with others
• Mathematical Skills
• Strong capacity assessment, planning and performance tuning experience
• Reasoning Skills
• Demonstrated grasp of the networking and computer connectivity
• Willing to train users in the use of software or operation of the hardware
• Strong technical ability as it relates to the maintenance of hardware, software and connectivity
• Utilizes company provided training and individual effort to continue growth of industry specific knowledge
• Certificates, Licenses, and Registrations
• Bachelor's Degree in Computer Science preferred, but not required
• Microsoft Certifications preferred, but not required
• Physical Demands
• Majority of time is spent in sitting position. Ability to move throughout the office and server room either by walking or through assisted means. Must be able to physically move desktop and associated equipment as needed. Frequent unpacking and packing of equipment.
• Work Environment
• The noise level in the office is usually quiet. 

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program Tier I

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Salary : $58,200 - $73,700