Desktop Support Technician

JOB RESPONSIBILITIES

• Resolves technical issues with operating systems, hardware, software, and network connectivity. Answer’s end-user technology questions on site and provides general information regarding departmental computing policies and service agreements.

• Install, configure, and troubleshoot desktops, laptops, printers, multifunctional copier/scanners, mobile devices, and other devices as required.

• Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.

• Provides support for Office 365 tools and communicates best practices for use of all core business services.

• Minimum of 4 years’ experience providing end-user support for MAC OSX and Microsoft OS with at least basic understanding of network infrastructure.

• Experience troubleshooting MAC OSX via GUI and terminal, common MAC applications and Apple hardware platforms.

• Ensures that all devices meet our security standards regarding encryption, management, and protection prior to connecting them to the network.

• Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner while providing global support for Sony Corporation of America.

• Provide clear ownership, resolution of incidents assigned by the team to agreed SLA’s and SOP’s.

• Collaborates with other teams to help identify root causes of problems and provides feedback to improve processes and technologies.

• Provide project-based support on desktop applications, including updates, rollouts, and customizations and integrations relating to the desktop.

• Maintain inventory and update asset management system.

• Contributor for adding knowledge articles for project rollouts and business services.

QUALIFICATIONS FOR POSITION

• Bachelor’s Degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.

• ITIL V3 Certification preferred.

• Minimum 2 years of hands-on IT experience (Azure, AD, O365, Windows 10, DNS/DHCP)

• Prior experience working in customer service environment, support center or desktop support.

• Excellent computer and customer service and desktop skills with tact in dealing with demanding customers.

• Experience with standard imaging on MAC Desktops and knowledgeable in quarterly OS testing.

• Ability to plan and prioritize work while responding to rapidly changing priorities.

• Experience with an IT Service Management ticketing system.

• Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.

• Knowledge using remote management tools that include a Citrix environment using VDI’s.

• Strong written and oral communication skills.

• Team player who enjoys working collaboratively as part of a team as well as working. independently to produce results.

• Professional appearance, punctuality and a sense of urgency is required.

• Able to interact with clients and colleagues at all organizational levels.