Desktop Support Technician

Desktop Support Tech

Location: Chester Pay Rate: 22-27/HR on W2

The IT Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, self-service portal, email and walk-up service support. The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). The Service Desk Analyst aims to resolve all tickets within the team's scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.

Our Ideal Candidate:

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
• Minimum 1 year of experience in IT Level 1 support, 2-3 years' experience in IT Level 1/Level 2 support preferred.
• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
• Experience supporting M365 applications, and email systems such as Exchange/Outlook.
• Experience troubleshooting issues clients may be having when connecting to or using network services.
• Excellent customer service skills with an ability to demonstrate empathy.
• Experience supporting both onsite and remote users.
• Experience providing Executive-level support.
• Strong troubleshooting, investigative and problem-solving skills.
• Ability to design and develop end-user & training documentation.
• Enthusiastic and pleasant attitude.
• Strong desire to learn.
• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
• Upholds best practice standards as well as departmental policies and procedures.
• Excellent listening skills, verbal and written communication.

Additional Skills:

• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
• Experience imaging/deploying desktops, laptops & mobile devices.
• Experience supporting mobile devices using Intune or other MDM solution.
• Experience configuring and managing desk/soft phones using Avaya or other platforms.
• ITIL Foundation certificate.
• Apple Certified Support Professional / Apple Certified IT Professional certification.

Work Authorizations and Travel:

In possession of valid driver's license. Able to travel frequently to supported regional locations (25%).