Service Desk Technician I

Responsibilities

• Resolve or delegate incoming support requests in ticketing queue, walk-ups, direct emails, calls or chats.
• Monitor the support request queue and ensure all work is ticketed.
• Writes and edits technical documentation for Service Desk team for knowledge sharing.
• Performs repairs, upgrades, updates, and maintenance of PC hardware, software, and printers.
• Support infrastructure and office networking.
• Manage IT inventory and order new equipment and software as needed.
• Investigate new technology solutions to enable more effective business processes.
• Troubleshoot minor network issues and escalate as needed.
• Review security and operational logs for abnormal events.
• Work with other IT staff to implement software builds, system upgrades, software patches and new technologies.
• Set up and move company computing equipment as well as shipping hardware to remote workforce.
• Potential travel to remote offices for maintenance as needed, as well as any large office moves.
• Identify trends in our environment and industry and work on proactive solutions and communications to team and end-users.
• Update manager on a regular basis on project work.

Qualifications

• Minimum 5 years’ experience in a Desktop/Customer support position.

Skills & Abilities

• Management and configuration of multiple Operating Systems including Windows and MacOS.
• Strong Microsoft Office / 365 experience.
• Hands-on Intune and knowledge on Intune Policies and Group Policy Objects.
• Hands-on software packaging and script deployment.
• Experience with computer setup and minor repair (remove and replace hard disk, memory etc.).
• Excellent troubleshooting skills.
• Strong communication skills – verbal and written.
• Strong customer focus, self-motivated, team-oriented with a positive “can do” attitude.
• Able to work in a technical team environment and interact with all levels of management.
• Experience in Active Directory, especially managing group-policies, Endpoint Management and security includes OS deployment and patching, application updates and vulnerability management, carried out both on site and remotely.
• Experience working with Zoom Rooms.
• Knowledge of systems hardening and security principles.

Benefits

The Base Salary range for this position is between $75,000-$85,000. This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits.