Senior Help Desk

Description:

The Deskside Service Technician will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users). Key Responsibilities • Ensure proper day-to-day operation of technology applications and equipment by diagnosing, identifying, isolating, analyzing and researching issues to resolve technical problems. • Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues. • Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff. • Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management. • Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention. • Ensure all Incident tickets are resolved and Service Requests are completed within documented service levels. • Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems. • Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs. • Possess excellent presentation, verbal communication and written skills. • Recommend technology and process modifications to reduce user problems. • Possess and apply a comprehensive knowledge across key tasks and high impact assignments. • Help plan and lead major technology projects and assignments. • Function as a technical expert across multiple team assignments. • Provide technology refresh support as needed. • Perform scheduled moves, installations and cancellations, as well as other MAC-related tasks. • May supervise other staff members. • All other tasks as assigned. Qualifications • Strong interpersonal skills required. • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously. • Must be able to work independently and be self-motivated. • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Some moderately heavy lifting (computers, monitors, printers, etc.) is required. Requirements • Minimum 5 years of recent experience in a deskside support role supporting end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software. • Minimum 5 years of recent experience in a corporate environment supporting Windows 10 and Microsoft Office Suite (Office 365), and using Active Directory in a domain environment. • Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus. • Experience supporting audio/video and video teleconferencing equipment a plus. Desired Skills • CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician • Deskside support supervisory and/or managerial experience Work Environment • This job is performed indoors in an office setting. • This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management.

Skills:

Desktop Support, Windows, Windows 10, Troubleshooting, Desktop, Hardware Configuration, Install, microsoft office, active directory, windows 7, office 2016

Top Skills Details:

Desktop Support

Additional Skills & Qualifications:

Desired Skills • CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician • Ticketing System Experience (take ticket, solve issue in the field, then upload and document back in ticketing system once resolved) • Imaging/Migration Experience; i.e., MDT (Microsoft Deployment Tool) • Customer Service; presentable, verbal communication skills • Win 10 Deployment • Hardware Software Refresh