Associate Desktop Support Specialist

Diebold Nixdorf - North Canton, OH

Full-time - Entry Level

Remote - North Canton, OH

Administrative and Support Services

About the position

As an Associate Desktop Support Specialist at Diebold Nixdorf, you will play a crucial role in providing support to users of various desktop and mobile devices, including desktop computers, laptops, tablets, mobile communication devices, printers, and other office equipment. This position is essential in ensuring that our users can effectively utilize their technology in a hyper-connected, consumer-centric world. You will be responsible for both on-location and remote support, which includes provisioning, installation, setup, troubleshooting, and providing basic training and technical guidance to clients on the usage of all equipment. In this role, you will respond to calls regarding system outages and work diligently to troubleshoot and resolve issues for users, whether they are on-site or working remotely. Your goal will be to meet or exceed established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction. Additionally, you will engage in technical writing to create clear and high-quality policy, process, and procedure documentation that aligns with company standards. This documentation will be maintained in a document repository for easy access and reference. Collaboration is key in this position, as you will work closely with support and technical teams to develop Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs). Your contributions will help streamline processes and enhance the overall efficiency of the support services provided to our users.

Responsibilities

• Provide support to users of desktop computers, laptops, tablets, mobile communication devices, printers, and office equipment.
• Respond to calls regarding system outages and troubleshoot issues for users on location or working remotely.
• Provision, install, and set up desktop and mobile devices for users.
• Provide basic training and technical guidance to clients on the usage of all equipment.
• Strive to meet or exceed Service Level Agreements (SLAs).
• Engage in technical writing to create clear, high-quality policy, process, and procedure documentation.
• Maintain a document repository for all technical documentation.
• Collaborate with support and technical teams to develop Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).

Requirements

• Entry-level position requiring basic technical knowledge of desktop and mobile devices.
• Ability to troubleshoot hardware and software issues effectively.
• Strong communication skills to provide technical guidance and support to users.
• Experience with technical writing and documentation is a plus.

Nice-to-haves

• Familiarity with IT support tools and ticketing systems.
• Basic understanding of networking concepts and protocols.