OfficeUnited States
The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems. Maintains and implements desktop solutions in support of organizational business needs. Provides professional-level phone support to customers. Performs all duties in accordance with company policies and procedures. Primary Responsibilities:
Troubleshoot and replace laptop and PC hardware.
Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
Set up, maintain and troubleshoot.
Participate in IT Support queue which will result in assigning and prioritizing open issues.
Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation.
Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
Perform server and desktop computer updates to safeguard from malicious viruses and malware.
Manage customer issues and requests by creating, tracking and documenting technical solutions.
Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
Build\deploy new workstations (desktops laptops).
Install\upgrade hardware\software on Windows workstations.
Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation.
Maintain positive relations through effective customer follow-up.
Skills:
This position requires the ability to:
Troubleshoot software, hardware and connectivity issues remotely.
Understand & articulate root cause on customer issues.
Install, upgrade, and maintain software, hardware, and peripherals.
Triage encryption and security tools within this environment.
Assist customers in gaining access to various systems and servers.
Setup and maintain shared mailboxes/distribution lists in Exchange and gmail.
Distribute and patch software using UEM/Airwatch.
Communicate call trends and challenges in daily team meetings.
Take on small projects from start to finish.
Keep Knowledge Base and process documentation up-to-date.
Work closely with the team to resolve or properly close aging tickets.
Manage the individual and ticket queue for the team.
Ensure the highest level of customer satisfaction.
Work under pressure in a fast paced environment.
May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams.
Additional experience/requirements:
Working with multiple customers face to face in a ‘Walk Up Bar’ type of corporate environment
Certifications obtained or working towards: ACMT, CCT, ITILv3, Comp/TIA.
Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
Passionate about providing excellent customer service and follow-thru to completion.
Supporting macOS & Windows 10/11.
Supporting mobile devices (iOS and Android).
Experience with Microsoft Office and GSuite (including gmail).
Good problem solving, diagnosis and troubleshooting.
Wired and Wi-Fi Networking.
User account support with Active Directory and Endpoint Security tools.
Working knowledge of collaboration tools such as Zoom, Slack, Google Suite.
Familiar with ServiceNow.
Ability to work independently and within a team
Education:
Bachelors Degree or 3+ years of Service Desk or Desktop Support experience for both PC and Mac required.
About Wilson HCG
Integrated talent solutions — RPO, Contingent solutions, Executive search, Talent advisory, Talent intelligence, Technology advisory.
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