We are looking for an enthusiastic Desktop Support Technician to provide onsite support to users in a fast-paced environment. The ideal candidate will be an individual who is technically savvy and has outstanding face-to-face customer service and interaction skills. Position will require technician to be onsite in Newark, DE 19713
-Provide support to resolve problems escalated by the Service Desk or Client IT management.
-Provide timely follow-up and status to end users/Service Desk on incidents not resolved immediately.
-Escalate and manage service requests according to defined policies and procedures.
-Perform troubleshooting, resolution, break/fix, deskside support, hardware/connectivity support, and upgrades on installed equipment.
-Repair, service and install desktops, printers, laptops, and other peripherals utilized and supported within the Client facility, as well as repair, service and install approved and tested software packages on Client equipment.
-Coordinate with Client applicable groups to schedule and coordinate all IMAC activity.
-Perform required hardware repair and software support on all supported systems or work with appropriate warranty vendor.
-As required, install devices with operating system, software load and configuration
-Monitor and oversee various server infrastructure components (smart eyes/hands)
-Intervene in situations which require immediate response, such as server outage
-Complete onsite project work (example: deployments, refresh, setting up equipment for various business needs)
-Exhibits regular, reliable, punctual and predictable attendance
-Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
-Other duties as assigned"
Job Requirements -
"Working knowledge and experience with most of the following:
-Experienced in a Windows OS Environment
-Active Directory Experience
-MAC OS Support experience
- Virtual machine environment experience
-Experience with iPhone Support
-Proficient with Microsoft Windows OS, Office 365 Suite, Outlook, Active Directory
-Familiarity with PC support tools and software
-Ability to work independently
-Self-starter, strong organizational skills, and ability to prioritize workload
-Strong verbal and written communications skills
-Ability to lift and install PCs, printers, etc. (up to 50 pounds)
-Ability to maintain flexible work schedule
-Experience using incident management (Service Now) and knowledge base system
-Experience supporting AV equipment is highly desirable
-Experience using remote diagnostic tools for problem identification and resolution"
Desired Skills & Experience -
JAMF, MAC Deployment, Digital Signage Support, ServiceNow Experience, Intune, Microsoft Certifications, A/V Support