Lead Desktop Support Specialist (m, f, d)

at  Fresenius Medical Care

VIP FOCUS:

• Provide support for Very Important Persons (VIPs) - Board Members, Senior Executives.
• Able to be on -call for after-hours VIP Support
• Act as a personal VIP support agent by building and maintaining strong relationships with VIP customers via various forms of contact
• Work with other VIP Support Agents group members to build a shared VIP persona & experience globally
• Provide VIPs customers with industry-leading customer service
• Monitor VIP customer behaviors and interests and ensure that customer expectations are met
• Engage with VIPs players and at times other players including the chat room on site
• Assist in the execution of VIP Events using Microsoft Teams, Microsoft Teams Live or other presentation solutions
• Troubleshoot local issues, escalate issues as needed, maintaining ownership of the issue on behalf of the VIP
• Excellent written and verbal communication skills as well as physical presentation with a particular focus on clearly articulating IT incidents andsolutions so that both end users and technical support staff understand what is being communicated.

EDUCATION:

High School Diploma required; Associate’s Degree desirable; and Bachelor’s Degree strongly preferred

EXPERIENCE AND REQUIRED SKILLS:

• Professional Lead experience required,
• Technical certificate in computer electronics a plus Exceptional personal and organizational skills required
• Must have proven knowledge of technology concepts, practices and procedures.
• Must have strong problem-solving and analytical skills.
• Ability to work independently with limited supervision.
• Strong presentation skills and the ability to articulate technology concepts in a clear manner.
• Ability to write professional business reports and presentations with correct grammar and punctuation that clearly and concisely communicates information.
• Scripting knowledge desired.
  This is an onsite position requiring German/English proficiency

PURPOSE AND SCOPE:

Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Identifies, researches and recommends desktop hardware and software for management review prior to making the products available.
• Creates and maintains Fresenius Medical Care standard desktop/laptop images.
• Manages new facility network and computer equipment installation.
• Provides third-level desktop and peripherals (printers, scanners, mobile devices, etc.) support to support staff.
• Develops and maintains desktop support procedures. Create and maintain standard desktop build procedures by installing applications and maintaining the same procedures.
• Standardize software and utilities installed on laptops and desktops and ensure consistent security settings on all computers.
• Set up and configure hardware and software for employee use.
• Diagnose and resolve operating system, application, and connectivity problems for email and network services.
• Answer questions and provide technical assistance for clients in person, via email, telephone, or remote assistance.  Keep current with web browsers, operating system updates and company applications.  Work on cross-functional IT projects.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• May escalate difficult/complex issues to supervisor for resolution, as deemed necessary.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.