IT Desktop Support Technician

Job Description

Description

The Analyst, Tech Support a highly motivated individual to work with our Technical Support Center team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. Has strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.

Essential Job Functions:

IT Support

• Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.

• Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.

• Contact external service providers to coordinate work activities as necessary.

• Serve as point of contact to internal and external customers through problem resolution

• Provide off-hours support as required to perform job functions and ensure service delivery

• Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment

• Understanding and experience using of Virtual and Cloud Technologies (AWS, Azure, Vmware)

Hardware/Software support and deployment

• Install and configure desktops, laptops, and servers to specifications

• Perform ongoing upgrades and patches as required

• Evaluate out of date hardware and assist in preparation for disposal/donation

Security Awareness

• Understanding of security impacts of end user requests and ensure adherence to company guidelines

General Job Functions

• Assist in development of departmental policies and procedures

• Define and assist in deployment of Process Improvements

• Assist in continuous development of Support Services procedures

• Interacts with vendors, purchases or returns items and coordinates warranty issues in order to procure requested items and resolve service issues

• Identifies deficiencies; communicates and coordinates improvement efforts to increase Service Desk efficiency.

• Develops and continually updates training material for new and existing Service Desk staff.

• Maintains high level of technical skill in field of expertise.

• Maintain regular and punctual attendance.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications, Experience, Knowledge, Skills

• Bachelor's degree or equivalent combination of education and experience

• At least 2 years working experience in the IT field

• Understanding of ITIL Frameworks

• Knowledge with creating and abiding by Service Level Agreements (SLA) and Operating Level Agreements (OLA)

Knowledge of ITSM tools (BMC, Cherwell, Landesk)

• Experience with enterprise Systems Management tools such as BMC Client Management. Landesk or Microsoft SCCM is a plus.

• Technical Certifications; A+, MCSE, MCTS, MCITP, HDI, ITIL is a plus

• Current hands on experience in handling Phone based support activities for 1000+ user base

• Excellent communication and interpersonal skills

• Excellent client service skills in a demanding, deadline-driven environment

• Knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software

• Experience working with company applications, development policies, and procedures

• Experience working with company software and hardware products and related business issues that may impact overall business plans

Skills

Desktop, Technical support, Hardware, Support, Customer Service, Cloud Surface PC, Azure AD, Intune, ServiceDesk, Xeorox, Printer Support, Troubleshooting, Imaging

Top Skills Details

Desktop,Technical support,Hardware,Support,Customer Service,Cloud Surface PC,Azure AD,Intune,ServiceDesk,Xeorox,Printer Support

Additional Skills & Qualifications

100% onsite and need someone who has great customer service and able to support EVPs/ Execs, take customer service serious

Experience Level