Desktop Support Technician

Responsibilities

• Provide high quality, service focused support, in person, by phone or email with both onsite and remote end users.
• Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
• Follow up with customers to ensure their technology needs are being met and issues are resolved.
• Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance.
• Provide desktop/laptop break/fix/maintenance support
• Support to growing mobility platforms (iOS, Android, MacOS and Windows based platforms)
• Document incidents, problems and requests in the company ticketing system (ServiceNow).
• Escalate critical incidents to Management as needed.
• Perform regular stock room audits to assist the IT Asset Management team
• Day-to-day-operational activities associated with shipping and receiving of IT hardware.
• Work independently while simultaneously being a collaborative team member striving for team success.
• Follow standard operating procedures around process and documentation.

Qualifications

• Associates degree: proven industry experience will be acceptable in lieu of degree
• 2-3 years of experience in IT Desktop Support with a focus on end user facing services
• A+ Certification highly desirable
• Experience with Windows 10
• Knowledgeable in Microsoft Office Applications
• Working knowledge with Help Desk ticketing systems such as ServiceNow
• Hands on experience with Adobe Acrobat, VPN Clients, Cisco Jabber
• Troubleshoot and installation of Laptops/PC, printers, and copiers
• Experience working with Active Directory
• Basic Networking (TCP/IP)
• Cisco Phones and Soft Phones
• MCP (Microsoft Certifications)

Pay

The salary range for this role is $19 - $28.00/hour. Please note that the salary information shown above is a general guideline only. Salaries are based upon a wide range of factors considered in making the compensation decision, including, but not limited to, candidate skills, experience, education and training, the scope and responsibilities of the role, as well as market and business considerations.