Desktop Support Tech

Responsibilities

• Provide on-site and remote technical service support, installation, configuration, and problem resolution in Apple/Mac/Network environments.
• Provide technical support to customers on operational or maintenance aspects of system equipment; serve as customer contact for technical and service-related problems.
• Diagnose mechanical, hardware, software, and system failures using established procedures.
• Determine the most cost-effective repair resolution to minimize customer downtime.
• Act as the primary provider of technical support for desktop and laptop computer users (hardware, Apple/Mac OS, applications) for Executive/Financial Level customers.
• Monitor and update help desk incident tracking tickets to demonstrate compliance with issue response/resolution, SLAs, log daily activities, and document solutions.
• Function as the primary point of contact and communication with customers from ticket assignment to resolution, including scheduling work and keeping customers informed of status and progress.
• Evaluate current processes, procedures, and technology to identify methods for improving support effectiveness.
• Coordinate support and repair activities with select third‑party vendors.

Qualifications

3‑5 years of experience in the field or in a related area.

Skills

• Troubleshooting Zebra printers or label makers.
• Conference room support and integration hubs.
• Experience with Microsoft Intune, Imaging, and ServiceNow.
• Ability to provide desk‑side support for computer and printer hardware, common software applications, Apple/Mac OS issues.
• Proficiency with personal computer tools for word processing, decision support, and communication.
• Skilled in problem‑solving techniques and supporting financial customers.
• Proficiency in networking, VPN, and wireless.
• Customer service, ticketing system applications, and multi‑tasking.
• Able to understand technical concepts and develop ways to help others learn.
• Ability to solve complex problems with innovative solutions.
• Ability to manage multiple priorities.
• Ability to quickly and proactively gain understanding of client’s business problems and deliver solutions/recommendations.
• Excellent customer service, technical, organizational, and communication skills (in person and on phone); effective listening and team orientation.
• Able to persuade, influence, and negotiate with staff and vendors in critical situations.
• Able to motivate others and work cooperatively in a group to achieve common goals.
• Able to sit at a desk and grasp writing instruments.
• Able to manipulate fingers to perform keyboard strokes on a computer.
• Mobile between buildings.
• Able to lift 40 lbs without issue and move it from under a desk to a cart and vice versa.

Schedule

40 hours per week, Monday‑Friday standard business hours.