EBSCO Industries, Inc. (EBSCO), headquartered in Birmingham, Alabama, is one of the largest privately held and family-owned companies in the United States. EBSCO was founded in 1944 by an entrepreneur who was passionate about honoring our commitments to our customers, rejecting the status quo, and seeking to continuously improve our team. We continue to operate that way today, with a passion for our people and our businesses succeeding together. EBSCO has grown and evolved over time into a holding company with a global portfolio comprised of dozens of entities in over 15 separate industries/markets, including Information services, outdoor products, real estate, manufacturing and distribution, and insurance services. We provide valuable support services to our subsidiaries to support their growth. We hire passionate people, driven to grow, because we know the success of EBSCO depends on the long-term success of our businesses and our teams.

EBSCO’s Corp IT team is looking for a new Desktop Support Pro to join the team. On a day-to-day basis the desktop team can be found fixing connectivity issues, helping setup a critical presentation, building/configuring new laptops, or remoting into to a fix a divisional employees technical issue. This is a hands on role that includes both remote and desktop user support and serving as an escalation point for help desk staff, assisting with more complex, time consuming issues, or issues that require hands-on support.

Primary responsibilities include:

• Provide technical support for complex support issues, for internal customers via email, phone, or other methods.
• Possess a strong understanding of the organization's products and services and investigates and analysis more complex inquiries.
• Escalate tickets to the appropriate support groups as required.
• Teaches and empowers customers by answering questions, interpreting operating instructions and providing references to online documentation or instructions.
• Assist in new computer builds/rebuilds and lease return process as required.
• Maintain and enforce corporate hardware, software and anti-virus policies.
• Document all support issues in the ticketing system.
• Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
• Resolve problems by using documented processes, and best practice corrective processes.
• Create, update and maintain the documentation in the Knowledge Base.
• Advanced skills in mobile device troubleshooting and assistance.
• Ability to process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
• Deploy and support Voice over IP phone hardware and software.

Required Skills:

• Bachelor’s Degree in the field or 4 Years equivalent experience
• 3+ years of experience working with laptop and desktop hardware and software, including Apple Mac and Windows based systems. Experience should include desktop, laptop, server, and peripheral hardware. Desktop software, various PC operating systems, 3rd party software, email, and web technologies.
• 3+ years of experience working collaboratively in a fast-paced team environment.

Preferred Skills:

• 3+ years of experience with an enterprise desktop management platform (SCCM, Altiris, LanDesk, etc.) for management and creation of PC hardware.
• Outstanding customer service skills and rapport.
• Intermediate knowledge of Android and iOS.
• Intermediate knowledge with Mobile Device Management Solutions.
• Able to perform intermediate Desktop Management Solution Administration tasks using systems such as: SCCM, Altiris, LanDesk, etc.
• Familiarity with Microsoft Print Server Management

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.