**Role: Senior End User Services Technician** **Company: Pearson** **Division: Digital Workplace Services (DWS)** **Location: Durham, North Carolina - Hybrid (3 days in, rotational 5 days in)** **Pearson Background** We are the world’s learning company, with over 24,000 employees operating in 70 countries. We combine world-class educational content and assessment powered by services and Technology to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes, so do people. **Position Summary** We are seeking a skilled and experienced Senior Desktop Support Technician to join our team. The ideal candidate will have 5-7 years of hands-on deskside support experience and a strong customer service orientation. This role requires a deep understanding of various operating systems across multiple device platforms, including mobile devices, and the ability to troubleshoot and repair hardware. You will be the responsible for identifying and implementing opportunities to ensure that service to Pearson employees improves over time, with a focus on improving self-service adoption. You will need to work with the existing Technology teams to facilitate and be part of a team to champion continuous improvement. Success will be measured by efficient resolutions for technical issues, actively pursuing professional development, and achieving customer satisfaction across DWS. **Responsibilities** + Work with an extended team to develop, deliver, and maintain the continuous improvement strategy for DWS. + Ensure that self-service needs of end users are met in a timely, effective, and efficient manner. This includes effective provision of virtual agent(s), knowledge articles and training materials. + Proactively work with support teams and super users to ensure self-service capabilities are being used and fit for purpose. + Contribute to the Knowledge Management process both in DWS (and Pearson-wide?) by writing and reviewing articles. Ensure articles are simple to use, easy to access and can be easily maintained in-line with organizational needs. + Undertake regular quality assurance reviews of tickets. + Undertake regular reviews of self-service effectiveness, including knowledge articles and virtual assistant. **Key Skills and Experience** Essential + 5-7 years of hands-on deskside support experience is required. + Demonstrative experience and knowledge supporting various operating systems across multiple device platforms including mobile devices. + Must possess a strong customer service orientation. + Must be adaptive and flexible and have good problem-solving skills. + Must be able to communicate effectively both verbally and in writing. + Must have knowledge of Microsoft & Apple PC Operating Systems and iOS and Android mobile OS. + Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office 365 Suite, Teams and other productivity suites and applications. + Must be able to troubleshoot and repair hardware. + Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, mobile devices, and network hardware. + Occasional climbing, crawling, and lifting of equipment up to 50 pounds. + Must possess working knowledge of Microsoft Endpoint Management (MEM), Active Directory, SCCM, InTune + Must have experience in Autopilot, Apple DEP (Apple Business Manager) Desirable: + A+ certification a plus. + Evidence of certification from major hardware vendor (i.e. Dell, HP) a plus. + JAMF certifications a plus. + Microsoft/Azure Certifications a plus. + To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. + This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading. + Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important. + Reliable attendance and punctuality are critical to successful performance in this role. **The Person we are looking for:** + Proactive and self-sufficient. + Able to challenge the status quo and colleagues. + A team player who is non-territorial. + Able and willing to own and manage activity from concept to deployment. + Able to apply practical strategies to identify quick and effective paths to resolution for relevant issues. + Able to matrix manage resources as appropriate. + Able to work effectively with all levels of the organization. + Willingness to go above and beyond on occasion to ensure the “job gets done”. **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. **Job:** TECHNOLOGY **Organization:** Corporate Strategy & Technology **Schedule:** FULL\_TIME **Workplace Type:** Hybrid **Req ID:** 19328