Computer Support Specialist - Richmond, United States - D.A. Davidson Companies

Description

D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning more than 80 years.

We are dedicated to conducting our business in accordance with the highest standards of integrity and ethics, and delivering outstanding service to our clients and each other.

We support a friendly, open and supportive culture, and encourage candid communication and productive engagement that make our companies and each of us better.

Just as we work to improve our clients' financial well-being, we also work to strengthen local communities-and giving back is one of our core values.

You can learn more about our company culture and impact in our latest annual report.


Summary/Function:


Experience and Skills:


Qualifications:

• ITIL v4 Foundations
• Proficient knowledge of basic computer hardware.
• Bachelor's degree in field of specialty or equivalent IT Support experience.
• Excellent communication skills, both oral and written. Ability to communicate technical directions, both in person and over the phone.
• Excellent customer service skills. Ability to work successfully with a variety of personalities and various management levels.
• Familiar with department policies, processes and procedures.
• Consistently treat others with respect and maintain professional attitude and behavior.
• Ability to work a variety of shifts.
• Ability to safely lift and carry as much as 35 pounds.
• Experience working in a teamoriented, collaborative environment.
• Highly selfmotivated and selfdirected
• Organized and detail oriented.
• Follow policies and procedures. Maintain client confidentiality.
• Communicate in a clear and service oriented manner. Use appropriate, professional language and grammar to effectively exchange ideas and information.
• Ability to proactively work with both external and internal clients. Relate with others in a professional manner in order to accomplish work responsibilities and objectives.
• Ability to maintain regular, predictable attendance.

Duties:

• Learn the expectations for the Service Desk position which includes:
• Know how to use the Service Desk system and phone system.
• Acknowledge incident incidents and set the severity level.
• Incident resolution or escalation processes.
• Meet or exceed service level agreements.
• Attain performance goals set by management for resolving incidents being logged into the support queue. Provide escalation support and satisfactory customer service.
• Evaluate work load and capacity of computers and computer system to determine feasibility of expanding or enhancing capabilities or performance. Recommend improvements to IT management.
• 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 Davidson policies and procedures. Attend scheduled meetings or training sessions around existing or new policies and/or procedures. Recommend changes to IT procedures to improve productivity and/or reduce costs.
• Attend internal and external meetings as requested to provide expertise, gather data, collaborate with other IT and business personnel and advise management.
• Assist with the completion of project tasks as directed. Participate in project management meetings around areas of expertise. Ensure work on tasks and special projects are completed within budget limits.
• Attend required training for Service Desk support and other training related to the support of IT assets.
• Understand and adhere to the IT Change Management process
• Perform any other tasks as assigned.

What we offer:

Competitive salary plus excellent benefits and perks including, but not limited to:

• Medical, Dental and Vision
• Company 401(k)and ESOP contribution
• Generous sick, vacation, and maternity/parental leave
• Paid holidays
• Professional Development Opportunities
• Tuition Reimbursement ($15,000 lifetime cap)
• Discounted personal insurance including home, auto and recreational vehicles
• Charitable giftmatching program
• Davidson Day of Giving
• Our tradition of positively impacting communities in which we live and work.

From:
D.A. Davidson Companies