Desktop Support Technician

Job Description

Job Description

Vistex is a global enterprise software and services company that helps businesses take control of their mission-critical processes. With a multitude of programs covering pricing, trade, royalties and incentives, it can be complicated to see where all the money is flowing, let alone how much difference it makes to the topline and the bottom line. With Vistex, business stakeholders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar spent or earned is really driving growth, and not just additional costs. The world’s leading enterprises across a spectrum of industries rely on Vistex every day to propel their businesses. 

The Desktop Support Technician provides Tier 1/2 technical support to end users, troubleshooting hardware, software, and connectivity issues across onsite and remote environments. This role is responsible for supporting and maintaining the end-user computing environment, including device provisioning, imaging, deployments, and lifecycle management. The Desktop Support Technician partners with the Help Desk Manager and broader IT team to resolve incidents and service requests, contribute to continuous improvement of support processes, and assist with IT projects as assigned.

Responsibilities:

• Respond to end-user incidents and service requests, working to resolve issues efficiently and professionally while building rapport with the user base
• Maintain accurate ticket status and document troubleshooting steps and resolution details for incidents and service requests in the company service tracking system
• Create and manage user accounts and profiles; provide support for password and access issues
• Process offboarding activities, including disabling terminated and expired accounts, in accordance with IT and HR procedures
• Build, image, and deploy new user computers and conduct initial user orientation/training as needed
• Maintain asset records for IT equipment and software licensing
• Create and maintain end-user documentation, support procedures, and knowledge base articles
• Support and maintain Microsoft 365 applications, including Outlook connectivity and Teams collaboration tools
• Monitor, triage, and remediate virus and malware-related issues
• Maintain quality of service by enforcing desktop and organizational standards
• Diagnoses and resolve hardware and software faults, including Windows PC and Mac hardware and software
• Repair and replace computer and peripheral hardware
• Learn and support the rollout of new applications
• Work with the IT Purchasing Analyst to obtain quotes for hardware and software
• Manage stock of equipment, consumables, and other supplies
• Maintain the IT computer hardware lifecycle, including refresh, redeployment, and decommission
• Create and manage phone extensions and basic telephony user settings, as applicable
• Install, upgrade, support, and troubleshoot printers and authorized peripheral equipment
• Maintain physical office infrastructure (e.g., cabling, AV equipment, conference rooms)
• Manage the local physical security system, as assigned.
• Perform and assist with project work, as assigned.
• Provide on-call and after-hours support, as required.

The compensation for this position is $50000-$60000 annually. Base pay will vary depending on factors, including but not limited to, a candidate’s location, job-related knowledge, skills and work experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus. Vistex provides highly competitive benefits including comprehensive healthcare plan, 401(k) and paid time off, including paid volunteerism days!

About us: The Vistex platform helps businesses finally get control of all their different promotions, rebates, SPAs, discounts, and other incentives. With so many programs across so many partner relationships, it can be impossible to see where all the money is going, let alone how much difference it is actually making to revenue. With Vistex, business leaders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar they spend really is driving more growth, not just more costs. It is why global enterprises ranging from Coca-Cola to Sony to Grainger rely on Vistex every day. Vistex | Now it all adds up. ™