Job Description

About the company:

Avenue Code is the leading software consultancy focused on delivering end-to-end development solutions for digital transformation across every vertical. We’re privately held, profitable, and have been on a solid growth trajectory since day one. We care deeply about our clients, our partners, and our people. We prefer the word ‘partner’ over ‘vendor’, and our investment in professional relationships is a reflection of that philosophy. We pride ourselves on our technical acumen, our collaborative problem-solving ability, and the warm professionalism of our teams.

Avenue Code has been believing in and promoting plurality actions for over 10 years, understanding that recognizing differences and fostering a safe environment, employment opportunities, representation, and support are the best ways to promote an increasingly equitable culture.

About the opportunity:

Title: Desktop Technician :On Site

Location: 4400 Masthead Street NE, Suite 300

Albuquerque, NM 87109-4684

Role Description:

We are obsessed with our internal customer’s success. We set the bar high and our goal is to always deliver value to our customers and exceed their expectations. This Desktop Support Contractor role is part of the Employee Enablement Organization, which is a service focused organization that acts with empathy, urgency and a strong drive to deliver the highest quality results and outstanding customer experience. The Desktop Support Technician is expected to support our internal customers, both onsite at our HQ locations and through our Remote Support services, to ensure a seamless and delightful experience. This resource will need to have the ability to adapt to a dynamic fast paced environment. The technician will be a team player and update daily documentation while engaging on daily status updates. Their aim is to provide excellent customer service and support that

consistently delights customers.

Responsibilities:

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction

• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon

• Stage and configure machines for new hires and deploy new hardware as needed

• Work with the Build Center team to provide timely delivery on all hardware deployments

• Complete workstation replacements for users that qualify for new workstation replacements

• Test, configure, install and manage repair of all IT related equipment (hardware and software)

• Knowledge base documentation contribution

• Accurately log and track ticket related workload in a timely fashion

• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress

• Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers

• Above all, focus on support of people as opposed to the technology

Requirements:

• Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment

• Exceptional Customer Experience skills and Customer Success obsessed

• Thorough understanding of service desk and customer support environment

• Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions

• Tolerance for ambiguity in a consistently changing environment

• High energy level and creative problem-solving abilities

• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customersm

• Proven analytical, evaluative, and problem-solving abilities

• Self-motivated team player

• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices

Remote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, Slack

Avenue Code reinforces its commitment to privacy and to all the principles guaranteed by the most accurate global data protection laws, such as GDPR, LGPD, CCPA and CPRA. The Candidate data shared with Avenue Code will be kept confidential and will not be transmitted to disinterested third parties, nor will it be used for purposes other than the application for open positions. As a Consultancy company, Avenue Code may share your information with its clients and other Companies from the CompassUol Group to which Avenue Code’s consultants are allocated to perform its services.

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