Desktop Tech (Tempe, AZ - ONSITE)

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
10% Travel

Skills

Customer Service
Customer Support
Computer Hardware
Hardware Troubleshooting
Technical Support
Computer Networking
Microsoft Operating Systems
Microsoft Windows
Mobile Devices
Microsoft Office
OS X
Issue Tracking
Tier 2
Operating Systems
Laptop
Virtualization

Job Details

DESKTOP TECH

12+ month contract

Summary

This position provides technical assistance to end users for hardware, software, and systems issues, ensuring minimal disruption to their daily work. Support is delivered both remotely and in person, across multiple channels, including live chat, phone, email, and face-to-face interactions. Strong interpersonal and communication skills are essential, as this role is key to delivering a responsive and positive user experience. Travel to office locations in the Phoenix metro area, to provide on-site support, will be required, based on operational needs and team coverage.

What You'll Do:

  • Provides on-site and remote diagnosis, analysis, and end-user support for desktops, laptops, mobile devices, printers, video conferencing equipment, and other peripherals.
  • Implements and recommends corrective hardware solutions.
  • Troubleshoots and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
  • Responds to service requests and incidents through the IT ticketing system in a timely and professional manner.
  • Maintains accurate documentation of issues, resolutions, and asset inventory.
  • Collaborates with other IT team members to escalate and resolve complex problems.
  • Ensures security policies and procedures are followed during all support activities.
  • Works within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request.
  • Supports ongoing and future projects based on the IT modernization roadmap and stakeholder requests.
  • Provides excellent customer service, demonstrating patience, professionalism, and clear communication.
  • Handles other duties and projects as assigned.

What It Takes To Succeed

  • This position requires a valid driver s license, as travel to office sites and remote locations within the Phoenix metro area is required to provide on-site technical support.
  • Ability to safely lift, carry, and move equipment, including laptops, monitors, and peripherals.
  • Excellent communication skills with a focus on customer experience
  • Strong analytical, problem solving and technical troubleshooting skills, with keen attention to detail.
  • Strong interpersonal skills and the ability to work collaboratively in a team environment
  • Excellent problem-solving and troubleshooting skills.
  • Strong verbal and written communication skills.
  • Demonstrated ability to organize and manage multiple priorities and perform a variety of work assignments accurately and within deadlines.
  • Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement is preferred
  • Strong working knowledge of computer systems, hardware, and software, including Microsoft operating systems and the Microsoft 365 platform (e.g., Office Pro Plus, Teams, OneDrive).
  • Familiarity with Apple devices and operating systems (macOS and iOS) is preferred.
  • Understanding of and compliance with NERC/CIP regulations is preferred
  • 1-2 years experience networking, including TCP/IP system commands to aid in remote troubleshooting, Active Directory, Group Policy, NTFS permissions, and DNS is preferred.
  • A+, Network+, and Security+ certifications is a plus.
  • Strong understanding of ITIL principles and service management best practices is preferred.

Experience

At job entry, placement will be determined by a review of college transcripts and related work experience. A minimum of 6 years of related experience is required for the senior level. Once placed into the job family, an employee may become eligible for promotion by demonstrating the ability to perform advanced and more difficult work as determined by their management and meeting experience requirements.

Education

College level coursework (100+) related to the position from an accredited institution is preferred

Competencies (or Leadership Capabilities)

  • 4.2 Applying Expertise and Technology
  • 4.3 Analyzing
  • 6.2 Delivering Results & Meeting Customer Expectations
  • 3.3 Presenting and Communicating Information
  • 5.3 Formulating Strategies and Concepts

The candidate will be part of the End User Support (EUS) team, whose mission is to provide quality support to enable our workforce to be productive in a hybrid work environment. This position is responsible for providing second level (Tier 2) support and helping to implement and improve IT service delivery channels for our workforce including: walk-up and remote support.

JOB RESPONSIBILITIES:

  • Emphasis on customer experience for employee workforce
  • On-site support for IT issues, requests and devices (smart phones, tablets, laptops, and software), including general support, repairs, refreshes, hardware troubleshooting and installs
  • Provide on-site support to multiple facilities across the Phoenix metropolitan area requiring dependable and reliable form of transportation
  • Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
  • Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues
  • Work within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request
  • Support ongoing and future projects based on the IT modernization roadmap and stakeholder requests

ADDITIONAL INFORMATION:

  • Requires in-depth working knowledge and experience with multiple technical areas across a large-scale enterprise environment in the following areas:
  • Microsoft Operating Systems & the M365 platform (Office Pro Plus, Teams, OneDrive, etc.)
  • Apple devices & operating systems (macOS, iOS)
  • Networking, including TCP/IP system commands to aid in remote troubleshooting Active Directory, Group Policy, NTFS permissions, DNS
  • Hardware to include desktop, laptops, printers, mobile phones and other connected devices
  • ServiceNow for work tickets and asset management
  • A+, Network+, and Security+ certifications is desired

The successful candidate will possess the following strengths:

  • A strong background in client support and demonstrated ability to work with clients of varied technical skill levels
  • Strong background and knowledge and application of Microsoft OS, Virtualization (AVD, W365)
  • Service Management and industry best practices and security principles
  • Detail oriented with strong analytical, problem solving and technical troubleshooting skills
  • Well organized with the ability to manage and prioritize multiple tasks simultaneously
  • Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary
  • Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement
  • Excellent oral and written communication skills, including understanding of good documentation practices
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.