Senior Desktop Technician

Job Description & Summary

This position is onsite and are looking for local applicants only. In this role, you will have the responsibility for to support our clients' Windows and Apple systems (Windows 10 (and above) OS, MacBooks, Windows Servers 2016/2019/2022, etc.) in live production environments. Your project scope will fluctuate based on the business needs, with ongoing project/non-project support. A background check will be required before hire.

Job Duties & Responsibilities

• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop SLAs.
• You will also support and work with file management systems, email systems, SSO/MFA, antivirus systems, iPhone and other devices, Video conferencing, and support different cloud services.
• Perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Collaborate with technology team members to ensure efficient operation of the organization s desktop computing environment.
• Provide and escalate technical support for desktop technicians.
• Provide necessary training and assist with knowledge gathering to ultimately resolve end-user and customer requests in a timely fashion.
• Administer and resolve issues with associated end-user workstation network software products where required.
• Receive and respond to incoming calls, emails, and/or tickets or work orders regarding desktop problems.
• Prepare tests and applications for monitoring computer performance, then provide performance statistics and reports.
• As necessary, liaise with third-party support and PC equipment vendors.

Requirements

• Bachelor s degree in Computer Science or related field, or work experience of 5+ years of setup, configuration, troubleshooting of desktop/notebook hardware and software hands-on experience in the following areas listed below.
• Experience working with Windows 10/Mac OS environments, Mac/PC/Mobile support, video conferencing, printing services, Gmail, Microsoft O365 and Apple Mail.
• Experience working with MDM such as Workspace One, MAS360, Microsoft Intune, or similar.
• Experience working with SSO/MFA and identity solutions such as Azure AD, Okta, OneLogin, etc.
• Knowledge of GPOs, Symantec, and other antivirus software.
• Experience using backup software such as VEEAM.
• Hosted services like Gmail, Office 365, VoIP, Zoom, Ring Central, etc.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment
• Experience working with enterprise-level customers and a basic understanding of TCP/IP networking.
• MAC OS, and iOS certification is a plus.