Our client is a well-respected IT Services and IT Consulting company seeking a skilled and proactive Desktop Support Technician to configure end-user systems and provide technical support to ensure seamless operations across one or more locations in North America. This hands-on role involves collaborating with IT resources and end users to maintain service-level agreements (SLAs) while reporting to the Senior System Administrator/Client Support Supervisor.
Key Responsibilities:
Technical Support: Respond promptly to user requests, troubleshoot issues, and resolve problems effectively.
Training: Educate users on tools such as MS Office, OneDrive, Teams, and other applications.
Active Directory Administration:
Manage users, distribution groups, security groups, shared email addresses, and login scripts.
Implement automation where applicable.
Office 365 & Mobile Device Management: Administer Office 365, Teams, OneDrive, and mobile devices.
System Monitoring: Monitor and respond to virus and system alerts.
Remote Access Management: Configure and support VPN and remote user environments.
Hardware & Inventory Management: Maintain computer inventory and set up office/warehouse equipment (e.g., laser/label printers, RF scanners).
Phone System Configuration:
Set up physical and soft phones.
Configure call routing, queues, automated attendants, and menu options.
Warehouse Application Support: Assist in configuring and supporting applications like Proship and Epicor Eclipse.
Qualifications:
Educational Requirements:
Associate degree or higher (preferred).
Technical Skills:
Microsoft certifications (preferred).
Proven experience supporting at least 500 users in multi-office environments.
Expertise in:
Windows Active Directory, Windows 10, and Office 365.
Remote client support and ticketing systems.
VoIP phone systems and call center processes.
MS System Center/Service Manager.
Experience with Azure and Hyper-V (preferred).
Familiarity with ITIL frameworks and computer imaging.
Personal Attributes:
Strong communication skills (verbal and written).
Customer-focused with a passion for learning.
Self-motivated, methodical, and detail-oriented.
Team-oriented and collaborative mindset.
Work Conditions:
Availability for occasional evening or weekend work to resolve critical issues or meet deadlines.
Ability to attend training sessions and meetings virtually or on-site.
Minimal travel may be required for off-site installations or configurations.
Physical Demands:
Extended periods of sitting, with regular use of computers and peripherals.
Light physical activity consistent with sedentary office work.