Desktop Support Specialist -L3

Exact location: 13515 Ballantyne Corporate Pl, Charlotte, NC 28277 General Summary Essential Job Functions • Provides on-site field support to customers including installation, and servicing and repairing of systems and equipment. • Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/service area/manager for follow up, testing and troubleshooting. • Assists in instructing customers in the operation and maintenance of systems/equipment. • Acts as a liaison with customers on administrative and technical matters for assigned projects. • Performs analyses and prepares reports on system problem trends and issues. • Assists in applying engineering principles and practices as they relate to system design, process flow and/or discrete modeling. • Interacts with the client's engineers, as necessary, to gather information, design changes, requirements, etc. to compile information for the overall solution design. • Assists in translating the engineering design into software design and development of test plans to verify logic of new or modified technical programs. • Performs testing of the final product and works with the client's engineers to assure that the product performs as planned. • Assists in the design of basic technical programs for projects or enhancements to existing programs. Basic Qualifications • High school diploma or G.E.D. • Two or more years of field support experience • Experience working with the company's hardware, software and equipment products • Experience working with customer technology and support requirements • Experience working with process and/or system design concepts • Experience working with appropriate programming languages, operating systems and software • Experience working with engineering principles and practices Other Qualifications • Interpersonal skills to work with customers and other unit personnel • Analytical and problem-solving skills • Communication skills • Time management and organizational skills • Ability to resolve non-complex hardware and equipment problems • Willingness to travel Willingness to be in an on call rotation to cover after hours, weekends and holidays Work Environment • Office environment • May require weekend work • May require shift work