IT Desktop Support Technician

Job Summary:

The IT Desktop Support Technician is responsible, as the first point of contact, for the support of the end users and computing infrastructure. This is a challenging position that requires hardware/software knowledge and well as proficiency in multiple applications as well as knowledge of networks.

Requirements:

This is an on-site position. The IT Desktop Support Technician will be required onsite from 8-5 M-F. This is Sr level position supervising 2 Jr level technicians. Supporting approximately 80 users.

Duties and Responsibilities:

·        Take End User Support calls, emails and walk-up for both MAC and windows.

·        Software break/fix support

·        Hardware support

·        New image builds

·        Incident manager and ticket update/closure for in-house Customer ITSM platform

·        Install, Move, Add, Change support

·        Triage and resolution for configuration issues of Operating Systems

·        Re-installing software, drivers, and add-ins                                                                                                                                             

·        Other IT tech related task to help at that site

Qualifications:

Required experience in the following areas:

• Experience in computer configuration & repair;
• Minimum 7 years’ experience in end-user support;
• 7 years’ experience with Incident Management and/or IT Ticketing systems;
• Experience using SMS (or equivalent) to manage systems and applications;
• Experience with MS AD;
• Experience with O365, AWS, OKTA/ or similar above basic admin
• Experience with PowerShell
• Strong Microsoft Product Suite knowledge;
• Experience with Apple Mac hardware/software;
• Experience with Disk Imaging software;
• Demonstrated superior training, interpersonal, and communications skills;
• Ability to self-manage and prioritize tasks;
• Strong analytical, problem solving, and troubleshooting skills – must be able to bring issues to closure;
• Ability to learn new concepts and technologies quickly;
• Ability to lift PC, servers, and other types of heavy equipment;
• Strong documentation and reporting skills.