Desktop Support Engineer I

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title:                                Desktop Support Engineer I

FLSA Status:                         Non-Exempt

Department:                          IT Infrastructure

Reports to:                             Manager, Helpdesk and Desktop

Location:                                Proctor – 166

*Proctor Loan Protector does not sponsor any type of work visa’s or STEM programs.

Who are we?  What do we do?  Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What’s the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth.  As we continue to grow and expand, this allows us to offer career paths and opportunities.  We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

What can I expect from working at Proctor Loan Protector?

• Fun work environment with a variety of work
• Being part of a team
• Career growth
• Ability to highlight your skills
• Feel valued
• Great benefits, pay and culture

Tell me more about this role, what would I be doing?

Summary:  

Responds to phone calls and e-mailed requests for IT services.  Opens new IT work orders and proactively monitors progress of open IT work orders.  Performs general tasks to aid in the ongoing support of a microcomputer environment, assists with end user questions and problems.  Maintains the relationship with customer for the duration of work orders. 

Performs general tasks to aid in the ongoing support of a microcomputer environment. Assists with end user questions and problems. Will support Microsoft Office Suite of products, proprietary applications, and utilities. Installs software and peripherals, performs general maintenance tasks, along with basic hardware repairs/upgrades.

Essential Duties and Functions: include the following. 

• Other duties may be assigned.
• Adhere to a set schedule

Process incoming IT service requests:

• Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
• Record essential information and open new work orders and update as required.  Follow-up with team members to ensure all work is updated.
• Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
• Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
• Forward new work orders to appropriate IT departments for servicing.
• Gather and understand all information for changes and provide synopsis of change to manager sending notification.

Provide computer technical support to end users:

• Independently analyze and solve client PC problems (hardware, software, network access)
• Responsible for creating and maintaining current desktop software image and inventory for the IT department.
• Coordinate all physical user moves with department supervisors.
• Train and orient new employees in operation of desktop software and hardware interface.

Monitor progress of open IT work orders:

• Run and analyze work order status reports and queries
• Proactively work to identify work orders in jeopardy of violating SLA
• Can troubleshoot hardware related problems
• Memory Upgrades
• Hard drive replacement and re-imaging of hard drives
• Video card replacement
• System board replacement

Maintain customer relations:

• Update customer with pertinent work order status changes.
• Ensure all customers’ concerns are addressed.
• Positively impact IT customer relations by proactively working to identify and address sensitive issues.
• Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.

Support Software applications:

• Microsoft Office
• Various Communications products (PCAnywhere, VPN etc.)
• Proprietary Applications
• Can research problems through reading documentation
• Directly service customer requests that are within the scope of the Desktop Support Engineer.

Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.

• Analyze work order repository for patterns
• Train IT staff members on Call tracking

Competencies:

• Effective communication skills.
• Articulate, business-like and friendly demeanor

• Strong written skills for documentation and reporting
• Strong verbal skills to explain both technical and lay issues to peers and user community
• Good listening skills
• Ability to defuse situations
• Flexible and efficient
• Ability to handle multiple tasks.
• Adaptable to changing environment and workload.

Motivation, Organization and Professionalism:

• Self motivated and able to work with minimal supervision
• Perceived as approachable
• Work well under pressure/deadlines
• Strong dedication to professionalism
• Strong organizational skills
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality. 
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:

• High School Diploma/GED required
• Computer Experience
• Proficient with MS Office Suite

• Exceptional telephone demeanor
• Ability to maintain a high level of confidentiality
• 1 – 3 years’ experience in a similar position
• License or Designation
• Ability to use discretion, exercise good judgment and resourcefulness.

Preferred:

• Pursuing or has already obtained an Associate’s or Bachelor’s degree

• Must always possess professional appearance and demeanor

Physical Requirements Necessary on a Regular Basis:

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day
• Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day
• Vision sufficient for use of a computer monitor.
• Sedentary position. Ability to sit at a desk 7-8 hours per day.
• Workers are not substantially exposed to adverse environmental conditions.
• Lifting and/or carrying (<10 lbs.)
• Manipulate small and/or large bulky objects
• Standing, reaching, kneeling, stooping, bending, pushing and pulling may be required.

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more.  We offer competitive pay while still allowing for compensation growth within the position and company.

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

EEO Statement:
The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Proctor Loan Protector provides equal employment opportunities (EEO) to all employees and applicants including Veterans and those with disabilities.  

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.