Job Description :
InComm is a leading provider of cutting-edge prepaid products, services and transaction technologies to retailers, brands and consumers. InComm supports more than 400,000 points of distribution and helps retailers build prepaid card destinations, connects brands with new markets and gives consumers a simple, secure shopping experience.

InComm stays ahead of emerging trends by analyzing market needs and leveraging its global, innovative commerce platform, go-to-market expertise and extensive partner relationships. With 123 global patents, InComm is headquartered in Atlanta and has offices in North and South America, Europe and the Asia-Pacific region. For more information, visit or follow us on Twitter at .

SUMMARY
DST responsibilities include, but are not limited to, day to day maintenance of the InComm Desktop, Laptop and Mobile Device Infrastructure.
The Desktop Support Technician (DST) will provide technical support to the inComm customers. The DST will be responsible for the deployment, stability, asset tracking, and troubleshooting of all equipment for which the Desktop Team is accountable. This responsibility encompasses the full range of Information Technology (IT) activities. They will also be asked to help with Server systems and Network trouble shooting on an “as needed” basis.

This professional will provide first and second tier support for the current and future User access and desktop infrastructure. Duties include the implementation and adherence to process, standards, and configuration management practices. Support and maintain first level support for Active Directory (AD) and Exchange, including the setup of new User Accounts and Outlook according to InComm standard operating procedures (SOP), External and Internal application authentication as well as the hardware infrastructure for this environment. Tasks will include duties such as desktop/laptop, printer, cell phone and desk phone management. Serve as a technical resource on all enterprise desktop related projects, as well as lead such initiatives if needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES
(Other duties may be assigned as needed
1. Customer Support
Candidate will be working directly with end users at their desk most of the time.
Must have a good attitude and focused on delivering the best end-user experience possible.
Must be willing to accommodate user''s needs when possible.
1. Desktop Support
Troubleshoots hardware, software and operating systems
Has the ability to manage multiple tasks
Supports all systems in accordance with department guidelines
Fulfills on-call duties and responds to requests from the office within 30 minutes except where otherwise pre-arranged with Desktop Support Manager
Ensures that internal and external customer requests are processed and completed in compliance with established guidelines
Escalates all customer issues to the Desktop Support Manager where commitments cannot be met in advance of the expired time
Always observes contractual obligations, turn around time, call back time
1. Moves, Adds, Changes to Hardware and Software
Completes user changes, adds, deletes as required in accordance with established guidelines
Performs computer hardware adds/moves/changes as required in accordance with established guidelines
1. Special Projects
Meets deadlines as both described in project description documents and agreed upon by the internal or external client
Provides status updates of each project
Contributes ideas for efforts to improve morale, communications, processes, performance in the office
Reads, understands, applies and supports departmental policies and procedures
Exercises self-initiative to recognize and act upon departmental needs
Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to this position.
Adherence to established disaster recovery policies and procedures – including, but not limited to backups, configuration / change management, and system documentation.
1. Safeguard and Maintain Network and the Devices that Comprise It
Handle, according to escalation plans, or escalate to management any: building issues, equipment, application concerns, malfunctions, or elements requiring immediate attention or impacting Incomm staff''s ability to service customer and/or meet performance standards
Escalates/documents to Desktop Support Manager when inappropriate usage of any system is habitual
Supports the monitoring of systems to improve performance
Supports in a positive manner, the efforts to implement and enforce procedures, processes, policies, standards, technologies to the general staff
Exercises good judgment, responsibility and follow through in performance of all duties

SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.

POSITION REQUIREMENTS

EDUCATION and/or EXPERIENCE
2+ Years of Systems experience
Experience with Windows Administration
Experience with Mobile Devices (smartphones, tablets, etc)
Experience with Windows XP, 7, 8, 8.1 including basic Office applications (Outlook, Word, Excel, etc)
Document Enterprise configuration policies, best practices, and physical and logical layout
Perform maintenance tasks to minimize the risk of outage
Excellent problem solving skills
Knowledge of workgroup and/or enterprise server hardware platforms
Enthusiasm and consistency in performance
Hardware Experience should include DELL, IBM, Polycom
Working knowledge of desktop imaging and IP phone setup using I3 preferred.
Experience with MAC devices and platforms preferred.
COMMUNICATION SKILLS
Good written and verbal communication skills
Must be willing to collaborate and share ideas with others
Good people skills, capable of working with others'' attitudes and opinions
Patience and ability to listen to the needs of users, evaluate same and act accordingly
MATHEMATICAL SKILLS
Strong capacity assessment, planning and performance tuning experience
REASONING ABILITY
Demonstrated grasp of the networking and computer connectivity
Willing to train users in the use of software or operation of the hardware
Strong technical ability as it relates to the maintenance of hardware, software and connectivity
Utilizes company provided training and individual effort to continue growth of industry specific knowledge
CERTIFICATES, LICENSES, REGISTRATIONS
Bachelors Degree in Computer Science preferred, but not required

PHYSICAL DEMANDS
Majority of time is spent in sitting position. Ability to move throughout the office and server room either by walking or through assisted means. Must be able to physically move desktop and associated equipment as needed.

WORK ENVIRONMENT
The noise level in the work environment is usually quiet.

Client : InComm