Desktop Support

Desktop Support TechnicianUnder minimal supervision, act as support resource providing second-tier support for IT incidents and requests from associates via phone and email to resolve problems regarding hardware, software, and peripherals. Use detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements. Resolve as many requests as possible during first contact, determine urgency of needs, prioritize, and respond to support requests by taking corrective action. Provide customer-oriented follow-up in a courteous, efficient, and timely manner. Dispatch, and close service requests using ServiceNow software.ResponsibilitiesBusiness Area: Information Technology, Infrastructure AdministrationRespond to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot, and resolve operator problems and make or coordinate repairs.Responsible for second level support and appropriate follow up on IT systems including PC’s, MacBook’s, printers, terminal servers, AWS workspaces, and related IT hardware and software escalations.Clearly document and effectively prioritize client requests into ServiceNow.Clearly identify, isolate, document, and define problems; resolve them in a timely manner according to SLA processes.Complete required project activities.Install software, desktop/laptops systems and peripherals.Update documentation as needed.Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.Maintain and organize inventories.Manage and organize support information knowledge base.Proactively identify areas of improvement to management, and lead/participate in solution design.Off hours contact for any IT related issues including disaster recovery.Follow standard operating procedures, policies & directionsRequirementsEDUCATION AND EXPERIENCERequired:Post-Secondary Education graduate or relevant experience4+ years of technology/desktop support experienceFluent English Language skills both spoken and writtenExtensive knowledge of Windows desktop environment2-3 years’ experience with Enterprise MacBook support including utilizing MDMKnowledge of Windows Server environment administration (Active Directory)SKILLS AND ABILITIESRequired:Proficient with Windows desktop environment (Win 10 & Microsoft Office) and Enterprise MacBook supportExcellent communication & organizational skillsStrong telephone and customer service skillsStrong analytical and problem-solving skillsAvailability to work overtime, as requiredPreferred:Knowledge of PowerShell scriptingVirtual machine support (vSphere and AWS Workspaces)Proficient with:Basic TCP/IP networkingVoIP TelephonyWindows Terminal Server end user supportPrinter technologiesVideo conference & meeting room technologyDell workstation hardware