Desktop Support Technician II

A client with Kforce is seeking a Desktop Support Technician II to join their team in Charlotte, NC. Responsibilities:

• 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
• 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
• Minimum of an Associate's degree in a Computer Technology field or equivalent from a two-year college or technical school
• Certifications obtained or working towards: ACMT, CCT, ITILv4, CompTIA
• 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face to face in a 'walk-up bar' type of corporate environment preferred
• Familiarity supporting current macOS releases and Windows 10/11
• Familiarity with wired and Wi-Fi networking with Windows Active Directory
• Familiarity with Exchange, AD, software distribution systems, and related technologies
• Working knowledge of collaboration tools such as Slack and Google Workspace; familiarity with video conferencing technologies such as Zoom
• Familiarity with ticketing systems such as ServiceNow
• Strong mobile device support experience (Android, iOS)
• Ability to work independently and within a team