Responsibilities

Respond, resolve, and escalate incidents or requests, both in person and over the phone, in a timely manner.
Attain performance goals set by management for resolving incidents
Be logged into the support queue; provide escalation support and satisfactory customer service
Troubleshoot and assist D.A. Davidson Companies’ employees with using their computer and computer peripherals, applications and security credentials
Evaluate workload and capacity of computers and computer system to determine feasibility of expanding or enhancing capabilities or performance; recommend improvements to IT management
Assist in the support of business applications to include but not limited to: patching, testing, software licensing tracking, installing, upgrading, receiving application training, attending internal and external meetings, providing end user training, monitoring application performance, working with vendor support and sales, budgeting and creating documentation to end users and IT staff
Assist in the support of computer life-cycle and office technology to include but not limited to: patching, imaging, deploying, transferring user profiles, evaluating, securing, receiving training on computer O/S and hardware, maintain inventory, manage printer support agreements, work with vendor support and sales, provide documentation to end users and IT staff and help resolve incidents with computer related to the O/S, core applications or hardware that has been escalated from the Service Desk
Work with management to improve personal technical proficiency, support and customer service skills; identify and complete technical training and certifications; develop other work or career goals where progress can be tracked and discussed
Learn and adhere to all D. A. Davidson Companies’ policies and procedures; attend scheduled meetings or training sessions around existing or new policies and/or procedures; recommend changed to IT procedures to improve productivity and/or reduce costs
Adhere to and educate users of our defined cybersecurity best practices, which include credential management, phishing and malicious vigilance, and physical security measures.
Manage time to adhere to SLAs while maintaining service excellence
Use ITSM tools and ticketing systems for tracking and contributing to a shared knowledge base

Computer Support Specialist at Dadavidson · LumiJobs

Computer Support Specialist

Responsibilities

Qualification

Required

Benefits

Company

Dadavidson

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