Desktop Support

Desktop Support Technician

Under 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.

Responsibilities

• Respond 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 & directions

Requirements

EDUCATION AND EXPERIENCE

Required:

• Post-Secondary Education graduate or relevant experience
• 4+ years of technology/desktop support experience
• Fluent English Language skills both spoken and written
• Extensive knowledge of Windows desktop environment
• 2-3 years’ experience with Enterprise MacBook support including utilizing MDM
• Knowledge of Windows Server environment administration (Active Directory)

SKILLS AND ABILITIES

Required:

• Proficient with Windows desktop environment (Win 10 & Microsoft Office) and Enterprise MacBook support
• Excellent communication & organizational skills
• Strong telephone and customer service skills
• Strong analytical and problem-solving skills
• Availability to work overtime, as required

Preferred:

• Knowledge of PowerShell scripting
• Virtual machine support (vSphere and AWS Workspaces)

Proficient with:

• Basic TCP/IP networking
• VoIP Telephony
• Windows Terminal Server end user support
• Printer technologies
• Video conference & meeting room technology
• Dell workstation hardware

Required Skills : Desktop Support Additional Skills : Desktop SupportThis is a high PRIORITY requisition.