Desktop Technician

Job Summary:

We are seeking a skilled Deskside Support Technician to serve as the primary point of contact for resolving end-user technical issues and requests. The role involves supporting Aspen employees across various business units, locations, and time zones, ensuring the continuity of computer system services. This position requires providing technical expertise, managing multiple priorities, and coordinating projects related to software installation, hardware maintenance, and technical troubleshooting.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for local and remote employees.
• Handle incidents, provide end-user support, and address requests.
• Establish and maintain clear response times and expectations for issue resolution.
• Utilize customer service, problem-solving, and technical reasoning to ensure user satisfaction.
• Assist in IT projects, including hardware/software upgrades, and pilot testing.
• Maintain asset inventory and support logistics, such as meeting room setup and video conferencing.
• Create and maintain knowledge base articles for IT support processes.

Additional Responsibilities:

• Deployment and Configuration: Assist in the deployment and configuration of Windows 11 laptops, ensuring all devices are set up according to company standards.
• Technical Support: Provide first-line technical support to end-users, addressing any issues related to the Windows 11 rollout, including software installations, network connectivity, and hardware troubleshooting.
• Asset Management: Manage IT assets, including recovering, updating, reissuing, and retiring IT equipment across key hubs.
• Documentation: Document and issue guidance for end-users with varying levels of technical understanding, ensuring clear and concise instructions are available.
• Training and Onboarding: Conduct training sessions and provide onboarding support for end-users to familiarize them with Windows 11 features and functionalities.
• Collaboration: Work closely with the IT team and other departments to ensure a seamless rollout process and address any technical challenges that arise.
• Monitoring and Reporting: Monitor the progress of the rollout project, track issues, and provide regular status updates to project stakeholders.

Skills & Experience Required:

• Strong technical knowledge of IT systems, including hardware/software management and network administration.
• Familiarity with ITIL Service Delivery processes (certification preferred but not required).
• Experience with Microsoft Windows 10/11, Office 365, VPN, Citrix, ServiceNow, and ZScaler.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Ability to work independently, prioritize tasks, and manage time effectively under pressure.
• A minimum of 3-5 years of experience in IT support, preferably in a financial services or reinsurance industry.
• Degree in computer science, information systems, or a related field is preferred.