Role: Senior End User Services Technician
Company: Pearson
Division: Digital Workplace Services (DWS)
Location: Durham, North Carolina - Hybrid (3 days in office, rotationally 5 days in office)
 

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 organisational 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.