Desktop Support Technician

Essential Duties and Functions:

• Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end user hardware in support of identified business needs
• Resolve service requests in form of incident or requests tickets meeting or exceeding SLA
• Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
• Execute the onboarding and offboarding process including imaging, deployment, equipment returns and replacements
• Collaborate in the hire process from account creation through machine deployment including shipment tracking and coordinating with HR
• Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals
• Track, organize, and backup assets as needed for Legal Hold
• Manage end user equipment set-up, configuration and deployment leveraging Jamf and other MDM tools as defined by Juul
• Work on break-fixes, swaps, and accessories and equipment deployment
• Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
• Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, software, and other products to deliver required desktop service levels
• Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
• Provide basic business level application support
• Participate in special projects related to the IT function
• Build or expand Confluence documentation to drive efficiency and standardize best practices
• Perform other duties as assigned

Required Years of Experience: 5 years

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 7 years of experience in a desktop or executive support role in a structured corporate environment
• 5 years of experience in mobile device management, in a medium to large size organization
• Exceptional communication and customer service, dealing with executive-level users
• Ability to work independently with little supervision
• Able to effectively interact with end users including managers and directors
• Experience with ServiceNow ticketing system
• Friendly team player that leads by example, believes in collaboration, and works hard to communicate with team members
• Expertise with Windows 10/11, MacOS, iOS operating systems
• Knowledge using remote access tools (VPN, VDI, LMI)
• Solid understanding of Active Directory
• Azure and Intune experience a plus
• Knowledgeable in Okta, GSuite, Office, and Box
• Troubleshoot and diagnose easy to complex hardware problems
• Proactively seeks learning opportunities and is a self-starter
• Innate ability to communicate a point of view or successfully simplify a process to educate end users
• Manage multiple tasks, be detail oriented, responsive, and demonstrate independent thought and critical thinking.

Job Type: Contract

Pay: $32.00 - $36.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Desktop support: 5 years (Required)
• Laptop, Desktop, MACOS, Windows: 4 years (Required)
• Deploying computers: 3 years (Required)

Ability to Commute:

• Durham, NC 27703 (Required)

Work Location: In person

Salary : $32 - $36