IT Desktop Support Technician

Title:IT Desktop Support Technician

Location: Hickory, NC

Duration: 12 Months

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

Scope / Purpose

The IT Desktop Support Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and remotely. The candidate will possess an aptitude for working with Microsoft-based applications (including Office suites) with emphasis on. Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes, and any other duties assigned at the direction of their Supervisor.

Responsibilities and Requirements:

Active Directory Administration

Limited support for corporate mobile devices

Familiarity with cloud applications (Box, Office365, etc.)

Troubleshooting Cisco VPN connectivity

Remediating/minimizing anti-virus threats

Remote connection/utilization

Imaging and deployment server utilization

Asset lifecycle management skills

Various browser support (IE, Chrome, Safari, etc.)

Installation/configuration of various Adobe products

Installation/configuration of Check Point endpoint client software

Printer/driver troubleshooting & installation

IPT based Telephony Device Management

ServiceNow (ticket management) utilization

Deployment, configuration and support of standard IP telephony

Hardware ordering and inventory management

Limited support for Mac OS and hardware

Additional responsibilities may include:

Documentation (records) management

On-boarding (Training) of new hires

Conference room support

Vendor engagement (as needed)

Project interaction/participation

Customer scheduling/follow-ups

End user equipment moves (disconnect/reconnect)

Cross-team interaction and collaboration

Standard device imaging via USB/PXE server(s)

Smart-Hands tasks/functions outside of standard operational work

Meeting Support:

Works across the media team, corporate events, and IT for meeting support and problem resolution.

Performs testing, monitoring, analysis, diagnosis, and resolution of performance, technology, and process related problems.

Troubleshoots issues and engaging/assigning to the correct Team/Assignment Group

Knowledge of conference room audio and display devices

Smart Hands: (note: Some sites have dedicated network team to perform some of the duties below)

Infrastructure cross connect installation – patching cables

Remote server reboot

Moving/installing IT equipment within your space and cabinets – rack, stack, cable and work with Vendor or Network Team to go live

IT hardware installations

Client IT supported equipment component removal and installation

Physical server and network gear reboot

Power cycling IT Equipment

Onsite/offsite technical assistance and troubleshooting

Providing remote console access

Escort IT Vendors for other IT Teams (where permitted)

Procurement of IT goods and services

Receiving/shipping of IT goods

Ensures discreet handling of all business and maintains the highest level of confidentiality

Prioritizes duties and works on several tasks simultaneously

Demonstrates flexibility and willingness to change priorities at a moment’s notice

Requirements

Associate’s degree in IT related field or equivalent experience

Proficient in time management and task prioritization

Advanced Level of English Language

Effective organization and planning skills, with ability to handle changing priorities

Excellent communication and interpersonal skills

Must be a self-starter, able to work in team environment and motivate others

Desired Skills

Hardware/software installation, troubleshooting and support

Basic smart hands (network configuration) knowledge

Active Directory administration

Experience imaging and working with deployment server(s)

Basic knowledge management