Desktop Support Technician

Desktop Support Technician

This position will operate in a professional services environment, where we're looking for a Desktop Support Technician to provide white glove customer service. This individual will work with the Service Desk to resolve escalated tickets for technical issues that need to be resolved in person. Other duties include installing and troubleshooting hardware, software, printers, wireless devices, and operating system problems for personal computers inside the multiple environments we support.

What you'll be doing:

• Research, resolve, and respond to questions received via telephone, self-service, email, voicemail, callbacks, and walk-ups in a timely manner, in accordance with the current IT service level agreements
• Install new and recycled PCs and various hardware upgrade components. This includes swapping old/new computers for customers in a break fix environment.
• Acquire and maintain current knowledge of the relevant hardware and applications used by the customers of the Service Desk.
• Install, configure, and troubleshoot network components for all networked personal computers and printers for all companies supported by the Service Desk
• Perform PC operating system and software installation and performance tuning including, but not limited to, memory optimization, and software application settings (standard and custom)
• Use ServiceNow software to create, edit, update and close work order tickets and customer profiles as needed
• Work in conjunction with Service Desk specialists and other support teams in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction
• Configure, deploy, and support company issued mobile devices
• Coordinate disposal of all IT Endpoint related equipment
• Provide enterprise level workstation management including compatibility testing, update distribution, reporting compliance and troubleshooting
• Identify desktop application and OS vulnerabilities while prioritizing and implementing corrective measures
• Maintenance and advancement of desktop management services including remote control, software distribution, asset management, and virus protection services

Skills we're seeking:

• 3+ years of experience with Desktop Support, or similar technical support roles
• Strong experience supporting Microsoft technology such as Windows 7/8/10, Windows Server, Active Directory, Exchange, Office 365, MS Office, Teams, etc.
• Experience supporting mobile devices, both iPhone and Android

Nice to haves:

• Bachelor's Degree, preferably in an IT related field
• Mobile device management and iPhone
• Encryption (i.e. BitLocker) and VPN client
• Networking experience