Desktop Support Analyst II

About AvidXchange

AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone that works here, they'll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team.

Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 7 offices across the U.S., or remotely. We're building more than a tech company - we're building an experience. We remain committed to a culture where you can fully be 'you' - connected with others, chasing big goals and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.

AvidXchange is proud to be Certified™ as aGreat Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years - that AvidXchange is a Great Place to Work®.

JOB OVERVIEW:

The Desktop Support Technician II role is to support and deliver best-in-class service for end user computing to teammates at AvidXchange. A highly collaborative role, the ideal candidate should be people-oriented with an proficient ability to diagnose and repair hardware and equipment. This role is also responsible to troubleshoot (in person, by telephone or via ticket) with the goal to resolve or escalate in a timely and accurate manner. Serves as a 2nd level troubleshooting resource for technicians requiring direction for complex technical issues. Coordinates the escalation and resolution of reoccurring problems and problems or requests not resolved/completed in the required timeframe.

JOB RESPONSIBILITIES• Performs on-site and over the phone analysis, diagnosis, and resolution of end user issues.

• Delivers high quality support for incidents and requests and managing them to a successful outcome for users.

• Manages support requests in line with current process and targets, ensuring KPI's are met and customer satisfaction is maintained.

• Modifies computer configurations, utilities, and software settings to resolve issues.

• Acts as the routine contact point, receiving and handling requests for support at a walk-up support desk as well as phone calls, and via the ticketing system.

• Assists users in making more effective use of desktop systems, products and services.

• Makes initial diagnosis of any problems and advises known solutions where applicable.

• Assists with the development of the team's knowledge base and articles for user reference.

• Prioritizes and diagnoses incidents according to procedures.

• Investigates causes of incidents and seeks resolution, analyzing complex problem situations to determine underlying causes and helping users to recover or continue operation.

• Serves as a mentor to peers.

• Makes recommendations to improve Service Desk processes.

• Performs special projects, and additional duties and responsibilities as required.

EXPERIENCE, QUALIFICATIONS & SKILLS:• 3+ years of experience working on end user computing hardware and software.

• Excellent customer service skills and positive attitude.

• Solid problem solving and troubleshooting skills.

• Knowledge of Microsoft tools and technology.

• Knowledge of PC hardware.

• Knowledge of PC internal components.

• Hands -on hardware troubleshooting experience.

• Ability to operate tools, components and peripheral accessories.

• Ability to work with users in person and remotely using the phone and/or ticketing system to resolve issues quickly.

• Ability to conduct research into PC and software issues and products as required.

• This person must be a confident communicator, able to influence and build meaningful relationships inside/outside of her/his department.

PREFERRED EXPERIENCE:

• Help Desk/Service Desk Analyst experience.

• Relevant certifications preferred ITIL, KCS, HDI. etc.

• Experience with ServiceNow.

• Experience with Mac PCs.

• Experience with Autopilot and Intune.

• Experience with ACD phone system.

• Experience with inventory and asset management.

Equal Employment Opportunity

AvidXchange is an equal opportunity employer.AvidXchange is committed to equal employment opportunity in accordance withapplicable federal, state, and local laws. AvidXchange will not discriminateagainst applicants for employment on any legally recognized basis. Thisincludes, but is not limited to veteran status, race, color, religion, sex,sexual orientation, gender identity, gender expression, national origin, ageand physical or mental disability.

Other details

• Job Family Information Technology
• Job Function IT User Support
• Pay Type Salary
• Employment Indicator Professional