IT Desktop Support Technician

Job description
The IT Desktop Support Technician is an important member of the IT Infrastructure team. The IT Desktop Support Technician is someone with strong customer service and troubleshooting skills to resolve technical issues for our end users. The Desktop Support Technician will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN-related issues. Day-to-day responsibilities consist of: Installing, testing, maintaining, and troubleshooting end-user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.

Responsibilities
* Taking initial telephone or service ticket inquiries and troubleshooting or managing end-user hardware, software, or network problems.
* Responsible for executive-level desktop support, requiring a higher level of service.
* Utilizing Active Directory for user management and assigning users to Group Policy Objects.
* Responding to and supporting the resolution of server and network issues with Tier 3 support
* Provide 1st level client support through our help desk ticketing system.
* Recognizing and escalating more difficult problems to Tier 3 support.
* Supporting a Microsoft Windows environment, including the Windows stack, Active Directory, and hosted M365.
* Use Remote Monitoring tools and call tracking to log and route tickets.
* Imaging and Deploying Desktops and Laptops for end users.
* Creating and maintaining client-related documentation.
* Actively participating as a strategic member of the technology team, including participating in team meetings, and providing onsite support for remote IT Engineers.
* Participate in the maintenance, updates, planning, and installation of client computers and application software.
* Participate in working with the business to build automated workflows that are repetitive, replicable, and comprehensive, through continuous improvement of our processes.
* Assist the CEG compliance and cybersecurity teams to align processes with regulatory requirements.
* Facilitate the deployment of new client computer systems and application integration to support business needs.
* Assist in the coordination of planned maintenance activities to ensure IT systems are properly implemented and maintained according to best practices with as little impact to the business as possible.
* Assist in the development and maintenance of proper processes, procedures, and system documentation according to industry best practices and regulatory requirements.

Qualifications
* An associate or bachelor's degree in Information Systems or a similar field is preferred. Experience in key Information Technology abilities will be considered in lieu of a formal degree.
* 1 year of experience supporting client-side IT infrastructure and software in an enterprise environment.
* Microsoft Windows Operating Systems including M365 Support
* Strong Customer Service techniques in an IT environment
* ITIL framework
* IT Service Management Software (i.e., ServiceNow)
* Proficient in IT procurement processes and procedures
* Strong Incident skills and troubleshooting techniques.
* Exceptional work ethic and time management skills.
* Ability to work well unsupervised and/or as part of a team.
* Strong communication skills and a commitment to customer service at the executive level.
* Ability to travel 10% of the time, and on short notice.
* Participate in after-hours on-call rotation as necessary for problem resolution, and project management/installations.

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