Desktop Support Technician II

A client with Kforce is seeking a Desktop Support Technician II to join their team. Primary Responsibilities:

• Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems
• Maintain and implement desktop solutions in support of organizational business needs
• Provides professional-level phone support to customers
• 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
• As a Desktop Support Technician, you will 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
• Bachelor's degree or 3+ years of Service Desk or Desktop Support experience for both PC and Mac required
• Certifications obtained or working towards: ACMT, CCT, ITILv3, Comp/TIA
• Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment
• Experience supporting macOS & Windows 10/11
• Experience supporting mobile devices (iOS and Android)
• Experience with Microsoft Office and GSuite (including Gmail)
• Experience in Wired and Wi-Fi Networking
• Experience with User account support with Active Directory and Endpoint Security tools
• Working knowledge of collaboration tools such as Zoom, Slack, Google Suite
• Familiar with ServiceNow
• Good problem solving, diagnosis and troubleshooting skills
• 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
• Ability to work independently and within a team

• 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