Desktop Support Technician

Short Term Project

Philadelphia

We are seeking an IT Support Technician to join our client’s Deskside Support Services team as part of their Return-to-Work initiative. Our client is opening the doors to their over 35 office locations to welcome back their staff full-time. As a Desktop Support Technician, you will be responsible for delivering Level 1 hardware and software technical assistance to our colleagues across a specific office location. You will play a crucial role in ensuring an outstanding level of customer service while providing advanced technical assistance to our colleagues. Your commitment to excellence and a proactive approach to problem-solving will contribute significantly to the success of our support services team.

Key Responsibilities:

Technical Assistance & Troubleshooting:

• Provide technical support at colleagues' desks, including hardware diagnostic, troubleshooting, configuration, and replacement if necessary.
• Handle software installation and troubleshooting, focusing on Microsoft Windows 10 and MS Office 2013/O365.
• Address voice and video network issues and offer mobile device configuration, training, and diagnosis.
• Conduct recovery testing to ensure system availability after outages.

Ticket Management & Proactive Support:

• Manage ticket workflows, escalating unresolved issues promptly and maintaining hardware inventory records.
• Document and track colleague inquiries, ensuring timely and appropriate responses.
• Set clear expectations with colleagues and follow up to ensure their satisfaction.
• Implement approved operating system enhancements and recommend modifications to reduce problems.

Customer Service & Collaboration:

• Deliver exceptional customer service with a customer-first mentality.
• Collaborate with other support groups to restore services and identify and resolve computing problems.
• Alert colleagues and team members promptly when major problems are suspected.

Physical Support & Professionalism:

• Physically capable of carrying and handling endpoint devices and peripherals (~40lbs) while walking between support desks and colleagues' desks.
• Address cabling/wiring issues under desks.
• Interact professionally with colleagues, adhering to a business casual dress code.

Qualifications:

• Strong knowledge of Microsoft operating systems, Microsoft Office, and Apple hardware and operating systems.
• Analytical skills to analyze problems and determine effective solutions.
• Excellent communication skills, both verbal and written, while interacting with customers and IT staff.
• Strong customer service aptitude, empathy, innovation, and integrity.
• An associate degree or equivalent work experience in technology, hospitality, retail, or customer-focused fields is highly regarded.
• A certification or an equivalent combination of education, training, and experience is a plus.