Desktop Support Technician

Brentwood, TN

6 Months CTH

Job Description:

We are seeking a dedicated and knowledgeable Desktop Support Technician to join our IT team. This role is crucial for ensuring the smooth operation of our desktop computing environment. The successful candidate will be responsible for providing technical support to end-users, maintaining Windows desktop environments, managing Office 365 applications, and utilizing SCCM and Intune for device management. Experience with ServiceNow for tracking and managing service requests is essential.

Key Responsibilities:

Technical Support:

• Provide first-line support for hardware and software issues on Windows desktop environments.
• Troubleshoot and resolve issues related to Office 365 applications.
• Assist users with setup and configuration of workstations, printers, and other peripherals.

Systems Management:

• Deploy, manage, and troubleshoot applications and updates using SCCM (System Center Configuration Manager).
• Use Intune for mobile device management and ensuring compliance with security policies.
• Maintain and update IT documentation, including procedures and knowledge base articles.

Service Management:

• Utilize ServiceNow to log, track, and resolve service requests and incidents.
• Ensure timely and accurate updates to tickets and communicate effectively with end-users regarding the status of their requests.
• Follow ITIL best practices for incident and problem management.

Collaboration and Training:

• Work closely with other IT team members to resolve complex issues.
• Provide training and support to end-users to enhance their understanding and use of IT resources.
• Participate in IT projects and initiatives as required.

Qualifications:

Technical Skills:

• Proficiency with Windows desktop operating systems and Office 365 applications.
• Experience with SCCM and Intune for device and application management.
• Familiarity with ServiceNow or similar IT service management tools.

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.