Desktop Support Technician

The End User Computing Sr Support will primarily provide on-site end-user technical support and technology projects. This role will provide day-to-day on-site technical support to employees’ desktop and laptop systems, software and hardware installations, as well as configuring and troubleshooting laptops (Windows/MacBook), desktops, tablets, phones, etc. The Technician will serve as liaison between IT and business groups; act as face of IT in managing customer relationships and expectations. You will assist other infrastructure teams with server and network issues and installations when on-site technical resources are not available.

Responsibilities

• Provide Elite and White Glove support to executives
• The candidate will make sure all office conference rooms are tidy, operating and assist Collaboration & Messaging team with projects
• The candidate will make sure the IDF and MDF rooms are tidy, and assist the network team with projects
• The candidate will possess a good understanding of software and hardware, related technologies, asset management as well as shipping/receiving
• A passion for delivering consistent and excellent customer service is a must
• The successful candidate will provide quick response and maximum uptime of all users and perform end user training when necessary
• Responsibilities include managing day-to-day requests from our distribution center; ship and check in computer hardware, utilizing our web-based Workstation Database Maintain accurate records of company hardware assets
• Responsible for administering and deploying equipment and software solutions company-wide
• Share in production of technical/support documentation for knowledge base
• Troubleshoot all problem areas (promptly and accurately), along with providing end-user assistance where required
• Consistently meet established SLAs when providing support for PCs, OS, phones, tablet devices, printers, and desktop applications
• Work in cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees
• Maintain a high degree of customer service
• Participate in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements where needed
• Follow standards for supported application and workflows
• Able to manage workload with minimal supervision
  
  

Minimum Qualifications

• Successful candidate must have provided a minimum of 5 years of IT customer service
• Excellence in a support position (desktop support, technical call center level 2/3 or equivalent) within a complex environment
• Technical skills should include strong knowledge of AutoPilot Imaging, Windows 10/11, Azure, Mac OSX , MS Office 365, Exchange, Active Directory, Teams room support, familiarity with Service-Now experience a plus.
• Knowledge of asset management, shipping & receiving as well as record keeping
• Must be able to manage time effectively and to be motivated, reliable, and a self-starter
• Successful candidate must have a strong customer service orientation, demonstrated ability to “multi-task” effectively in a fast- paced, technical environment and a clear aptitude for problem solving
• In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organizational abilities
• Post-secondary education in a relevant field or equivalent experience
• Current certifications delivered by renowned IT organizations (ex. CompTIA A , HDI or Microsoft MCP) would be an asset
  
  

Requirements

• Proven experience general IT support troubleshooting complex technical problems.
• Proven excellence in customer service, interpersonal and customer-facing skills.
• Strong listening and problem-solving skills.
• Provides prompt, clear, and ongoing communication with end users to define clear expectations.
• Experience troubleshooting conference rooms, Teams conferencing issues, telephony systems, messaging platforms and collaboration tools.
• Experience troubleshooting issues with Windows, Active Directory, DNS, DHCP.
• Experience with VDI, virtual desktops, imaging workstations, deploying, and troubleshooting break/fix hardware and peripherals.
• Understanding of servers; experience working with/troubleshooting onsite rack, router, switch, etc.
• Troubleshooting mobility issues related to MDM, MFA, mobile devices, VPN, laptops, and remote connectivity.
• Fluency with Microsoft Office and strong troubleshooting knowledge; M365/O365/Azure a plus.
• Ability to diagnose and resolve technical issues and eliminate repetitive issues both on-site and remotely quickly and effectively.
  
  

End user-focused, excellent communication skills, and best-in-class customer support.

Preferred Qualifications

• BSc/BA in IT, Computer Science, or relevant field.
• You have experience managing and mentoring other IT staff.
• You have a knack for problem-solving and enjoy tackling challenging issues that require thoughtful analysis and creative solutions.
• You possess an intermediate-to-expert understanding of identity provider (IDP) and mobile device management (MDM) solutions, such as AzureAD, Jamf, and Intune, with hands-on experience in administering these systems.
• You are have a solid understanding of scripting languages like Python, Bash, or Apple Script is a plus.
• You have experience working with collaboration software like Office 365, Teams ensuring seamless integration and support.
• You bring hands-on expertise in implementing and managing AV and telecom systems, including platforms like Microsoft Teams Conference rooms and Webex.
• You excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.
• You have experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.
• You are experienced with ServiceNow, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.