Job Description

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

OUR CORE VALUES:

INTEGRITY - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

EXCELLENCE - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

ACCOUNTABILITY - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

GRACE - Respect and appreciate differences, Care for one another, Humility, Make work personal

OUR MISSION: To create conditions within which people can thrive!

We are looking for a dedicated and mission-oriented DESKTOP ENGINEER FOR OUR KANSAS CITY CALL CENTER - currently supporting a 100% Work-From-Home environment. In addition to reflecting our core values, the ideal candidate enjoys helping others reach their goals, is good at critical thinking, solving problems, handling multiple priorities and completing tasks before deadlines. This position serves as the primary point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

Responsibilities:

• Provide quality desktop support service including desk-side break-fix repair, remote support and fulfilling requests for new hardware and software. Enter, update and close all support activity into the ticketing system within the SLA.
• Provide excellent customer service both desk side and remote including triage and escalating tickets as appropriate.
• Perform email account maintenance & minor network administration – active directory etc.
• Support network connectivity, and similar imaging and ‘building out’ machines and prep/box and track equipment for all new hires.
• Provide basic telephone handset support and extension administration.
• Basic support of mobile devices.
• Basic support of hardware/software for development and print servers.
• Maintain hardware and software inventory records.
• Ability to lead small projects with minimal guidance.
• Assist with analysis, maintenance, documentation, and testing of Software and Hardware.
• Advice or train customers regarding the technical aspects and use of standard software packages.
• Design, implement, and document procedures and scripts to automate process.
• Develop and/or teach seminars, workshops, or classes to users or other technicians on the technical aspects or use of computer hardware, software packages.
• Maintain and update user documentation.
• Participation through all aspects of the Hardware development life cycle Design, development, review, and implementation of new systems.
• Provide training & guidance to team members including automation.
• Provide training & guidance to team members on MAC OS.
• Provide support for Cloud based apps and client software such as G Suite and Office 365 including SharePoint, Onedrive and Office Apps.Support and configuration of Tablet / Smartphone technologies and apps including Surface, iPad, iOS, Windows.

Qualifications:

• Minimum of 3-5 years of PC support in a medium or large corporate environment.
• Experience in the administration of user accounts and properties – creation, deletion and maintenance etc. Basic Active Directory experience.
• Experience in support, repair, deployments, imaging, migrations, installs-moves-adds-changes-upgrades & connectivity issues in Windows 10.
• Hardware & Software Certifications in current technologies desirable – Microsoft, Lenovo, HP, Apple, etc.
• Excellent Customer Services skills both in person and over the phone or written via a remote session / email / Chat client etc.
• Position is on site support.
• Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including operating systems (Windows/MAC OS) and Microsoft Office in a corporate environment.
• Solid PC Hardware skills – competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration etc.
• Physically able to safely lift and carry 50 pounds (23Kg) to move, install, unpack PC equipment etc. when required.
• Must be able to participate in a support rotation schedule to provide support out of business hours and be flexible for weekend working and a variable schedule as necessary.
• Travel to support office moves when required.
• G Suite/Zoom – Chat Client Support, Conference Collaboration Software Support, Video and Voice support.
• Beginner to intermediate level Unix knowledge.
• Experience with Smart Technologies Whiteboards and Displays.
• Familiar with online meeting platforms like GotoMeeting, Zoom and Skype for Business.
• Networking, and A/V experience a plus.
• Powershell experience a bonus.

Company Description

Our mission is to create an environment where people thrive based on core values of Excellence, Accountability, Integrity and Grace. In short, we believe if we live by our core values, we will maintain our incredible culture as we attract and retain the best people. Full Potential Solutions is not for everyone. Those with a desire to serve, to problem-solve and to contribute with a sense of urgency, quality and collaboration will find FPS a unique and inviting workplace. We have grown globally from 0 to 4000 employees in 3 years - creating a host of career opportunities for our people to thrive!