The primary goal of the Desktop Support Technician is to provide technical support to users of PCs and related end-user technologies through the company's ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The ideal candidate must be articulate, possess strong technical troubleshooting abilities, demonstrates ownership and information retention abilities, and the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary "white glove" level of customer service to internal clients.
Some of the day-to-day responsibilities of this role include:
Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
Monitor and respond to helpdesk tickets
Perform the employee onboarding processes including training end users, imaging laptops, and deploying hardware
Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
Manage support calls for printer break/fix services
Support and distribute company-owned mobile devices
Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
Participate in on-call rotation for emergency support phone queue
Assist in supporting the company's security posture
Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements
THE CANDIDATE
BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plus
Minimum five (5) years of experience in a desktop support and end-user support role
Windows 10/11 Pro support
Desktop and hardware configurations, including Thunderbolt docking solutions
Apple iOS device support
LAN-based imaging
Support end user VPN connectivity issues
Excellent customer service skills
Current LAN and WLAN IP network technologies
Windows 10/11 Pro 64-bit Enterprise operating systems
Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
Ability to manage a fast-paced, multiple location environment with multiple tasks and demands
Demonstrate a clear ability to manage multiple tasks with accuracy and attention to detail
Ability to work effectively and to interact with clients and team members
Carrying a communication device is required
Evening/weekend work may be required; Occasional travel as needed