Desktop Support - Temp Position

Established in 1932, McLarens is a premier independent global insurance services provider with a widespread global presence. Specialising in complex, commercial, and niche markets, the company offers comprehensive loss adjusting, claims, and risk management services, along with forensic technical services, auditing, and pre-risk surveying. McLarens' extensive global network allows for consistent service delivery to clients globally, while also providing localized expertise and responsive support. Our seasoned adjusters boast an average of over 20 years of experience, catering to various industries with expertise in Property, Casualty, Crisis Management, Natural Resources, Construction & Engineering, Agriculture, Aviation, Forensic Accounting, Investigation, Marine, FAJ & Specie, Global TPA Services, and Environmental consulting services.

The professionals at McLarens live by a set of shared values that guide their actions and behaviors:

EXCELLENCE – We aim for nothing less than the highest standards in everything we do.

TEAMWORK – We work best when we work together with clients, colleagues, and suppliers alike.

RESPECT – We are trusted to keep our promises, act with integrity, and treat people the right way.

KNOWLEDGE – We know our market better than anyone, but still, we never stop developing.

THOUGHT LEADERSHIP – We use inspired thinking and pioneering solutions to stay ahead in an ever-changing market.

ACCOUNTABILITY – We move with urgency to deliver on our commitments and drive for results, even amid ambiguity.

Summary
The Desktop Support’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving end-user help requests. Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.

Essential Duties & Responsibilities: 

• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Load the offline image with a USB drive on the machine.
• Pack and unpack equipment.
• Coordinate with the procurement team to recover user’s old laptop.
• Maintain the laptop inventory in the office for this project.
• Schedule FedEx pickup.
• Update the ticket and coordinate with the employee to schedule the new laptop configuration.
• Ensure the laptop is on MDM and BitLocker
• Ensure the user can access the company resources (Outlook, Teams, SAP, MC1, and Box) post laptop configuration.
• Ability to resolve issues quickly and during the first call or contact.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken until final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

Required Experience & Skills:

• A college diploma or university degree in computer science and two years of equivalent work experience.
• Certifications in CompTIA A+, Network +.
• Two-year minimum of technical support experience as Tier 1 or 2.
• Knowledge of basic computer hardware, including laptops, desktops, mobile devices, tablets, Smartphones, printers, and wireless access points.
• Experience with desktops, laptops, and server operating systems, including Windows 10
• Knowledge of Active Directory, Microsoft Azure, Microsoft Office suite, Power Shell, Adobe Acrobat, and Remote Assistance Tools.
• Working knowledge of various diagnostic utilities, including Dell Support Assist, Event Viewer, and CMD commands.
• Working knowledge of the ticketing system (Zendesk).
• Good understanding of the organization’s goals and objectives.
• Fluent communication skills in Spanish language (both written and verbal)
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• The ability to speak multiple languages is a plus.
• Ability to research a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Key attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional time management and the ability to multi-task.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.

Essential Physical Requirements:

• Must be able to remain in a stationary position 50% of the time. (Regularly). 
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. (office & hybrid roles). (Occasionally).
• Constantly operates a computer and other office productivity machinery such as a calculator, copy machine and computer printer. (Regularly).

McLarens Benefits – “It’s All Here”

• Health Insurance - Medical, Dental, Vision, Life, and Disability Insurance
• Health Saving/Flexible Spending - access to flexible spending and health savings accounts
• Retirement – 401(k) program with company match 
• Pet Benefits – ensuring the well-being of your extended family
• Identity Theft Insurance – offering security and peace of mind
• Wellness Programs - supports financial, physical, and mental well-being
• Career Development – fostering growth and advancement in the workplace
• Community Day of Service/Float Holiday – our Day of Service promotes community involvement, and our personal float holiday can be used as desired
• Employee Discount Program - offers exclusive discounts and deals on a wide range of products and services
• Employee Assistance Program - designed to provide life balance support and counseling

Our Company is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories.