General Electric Service Desk Associate in Doral, Florida
Job Description Summary
We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you. Ultimately, you will be a person our employee’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.
The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.
In this role, you will:
Diagnose and troubleshoot technical issues, including account setup and network configuration
Diagnose and troubleshoot software and hardware problems and help our employees install applications and programs. Identify solutions to software and hardware issues
Ask customers targeted questions to quickly understand the root of the problem
Own issues through resolution within agreed time limits, or to the point of escalation
Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. You will use email, text and chat applications to give clients quick answers to simple IT issues.
For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues and outcomes are properly logged within the ticket management system
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals
Maintain positive relationships with clients
Willing to work on shifts
High school or technical school diploma required
0-2 years, including internships, in work experience in Customer Service, Technical Support, Desktop Support, IT Help Desk Technician or similar role
Strong written and verbal communication skills / bilingual (English/Spanish)
Degree in a relevant field, like Computer Science, IT or Software Engineering is desired
Additional certification in Microsoft, Linux, Cisco or related training to IT service desk support
Hands-on experience with Windows/Linux/Mac OS/Cloud environments desired
Good understanding of computer systems, mobile devices, MS Teams and other industry business related applications.
Previous experience remotely diagnosing and troubleshooting a broad spectrum of technical issues in a remote fashion
Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Service Now, Puzzle, AVAYA phone system, LMI.)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help based on knowledge articles, both written and verbal.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.pdf) . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
As a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19. Some GE customers currently have vaccination mandates that may apply to GE employees.
Relocation Assistance Provided: No