Job Title: Desktop Technician - Need locals in Pennsylvania, Massachuseets and Florida

BAND 2 JOB DESCRIPTION

i. Job Description

• The Band 2 - Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.

• The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

• Desktop Support Engineer provides Break Fix, fault diagnosis and resolution.

• Providing fault analysis to customer''s various core operating systems and platforms, as well as support and apply desktop fault resolution for the approved application suite.

• Ideal candidate should have 2–3 years'' experience in Windows Desktop support.

ii. Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.

• Work with Third Party Vendors to remediate complex AV issues as needed.

• Provide timely communication on issue status and resolution.

• Maintain ticket updates for all reported incidents.

• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.

• Should have basic knowledge of Mac operating system, to support Apple PC users.

• Install, upgrade, support and troubleshoot printers, computer hardware.

• Perform general preventative maintenance tasks on computers, laptops, printers.

• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.

• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

• Ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

iii. Candidate Required Minimum Qualifications and Skills

• Bachelor''s Degree or equivalent in Computer Science or related field.

• CompTIA A+, Microsoft Certified Professional (MCP) or better.

• Minimum of 18 months IT experience.

• Windows 7–10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

• Mobile device management including iOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

• Proven analytical, troubleshooting and problem-solving skills.

• Proven ability to multi-task, effectively determine priorities and meet SLA''s.

• Excellent communication, relationship-building, and internal customer service skills.

• Adaptable and flexible in a fast-changing industry and work environment.

• Willing to work off-hours and weekends when required for projects or emergency support.

Note: The Band 2 Technician will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.