Our Client is seeking a Desktop Support Technician II to join their team.
Primary Responsibilities:
- Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems
- Maintain and implement desktop solutions in support of organizational business needs
- Provides professional-level phone support to customers
- Troubleshoot and replace laptop and PC hardware
- Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
- Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
- As a Desktop Support Technician, you will set up, maintain and troubleshoot
- Participate in IT Support queue which will result in assigning and prioritizing open issues
- Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems; When appropriate, determine appropriate group for escalation
- Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
- Perform server and desktop computer updates to safeguard from malicious viruses and malware
- Manage customer issues and requests by creating, tracking and documenting technical solutions
- Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
- Build\deploy new workstations (desktops laptops)
- Install\upgrade hardware\software on Windows workstations
- Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation
- Maintain positive relations through effective customer follow-up
Requirements
- Bachelor’s degree or 3+ years of Service Desk or Desktop Support experience for both PC and Mac required
- Certifications obtained or working towards: ACMT, CCT, ITILv3, Comp/TIA
- Experience working with multiple customers face to face in a ‘Walk Up Bar’ type of corporate environment
- Experience supporting macOS & Windows 10/11
- Experience supporting mobile devices (iOS and Android)
- Experience with Microsoft Office and GSuite (including Gmail)
- Experience in Wired and Wi-Fi Networking
- Experience with User account support with Active Directory and Endpoint Security tools
- Working knowledge of collaboration tools such as Zoom, Slack, Google Suite
- Familiar with ServiceNow
- Good problem solving, diagnosis and troubleshooting skills
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
- Passionate about providing excellent customer service and follow-thru to completion
- Ability to work independently and within a team
This position requires the ability to:
- Troubleshoot software, hardware and connectivity issues remotely
- Understand & articulate root cause on customer issues
- Install, upgrade, and maintain software, hardware, and peripherals
- Triage encryption and security tools within this environment
- Assist customers in gaining access to various systems and servers
- Setup and maintain shared mailboxes/distribution lists in Exchange and Gmail
- Distribute and patch software using UEM/Airwatch
- Communicate call trends and challenges in daily team meetings
- Take on small projects from start to finish
- Keep Knowledge Base and process documentation up-to-date
- Work closely with the team to resolve or properly close aging tickets
- Manage the individual and ticket queue for the team
- Ensure the highest level of customer satisfaction
- Work under pressure in a fast-paced environment
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Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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