Desktop Support Technician

Top Skills/Qualifications:

• Being able to work in a Fast paced environment (50-75 tickets a week)
• User communication
• Prioritizing workload
• Education Requirement: high school diploma at least. Associates preferred, or relevant work history

Overview

• As a Desktop Support Specialist, you'll coordinate, diagnose, and troubleshoot requests for assistance at our sites and remote users in the US and Canada.
• You will work onsite every day in the Guidepost walkup support area and the IT site support area.
• You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, or network services.
• Outstanding critical thinking skills required to navigate requests which may not be clear.
• Must possess excellent communication skills.

Responsibilities

• Use ITSM ticketing system (Service Now) to document all work performed
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Communication - Ability to articulate technical solutions to non-technical users in simple and easy to understand terms
• Occasional work to move/lift IT gear and move within the site
• Possibly assist with replacing monitors and other hardware
• Understand basic network troubleshooting of wi-fi and other connectivity issues

Qualifications

• 3+ years in a fast-paced Desktop Support role, where you handled changing priorities, escalations, and a high volume of tickets (50-75 per week)
• Preferred skills - Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools,
• Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems
• Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
• Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), Active Directory, file and printing services, and shared drives.
• Ability to coordinate and communicate at all levels within the organization Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
• Tech Savvy Ability and passion for learning new technology and tools
• Passion for Customer Support A drive to help end-users get what they need to do their jobs the best they can.
• Prioritization Skills The ability to analyze support requests and prioritize them based on impact
• Discipline The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other forms of communication
• Ability to consistently set customer expectations and then meet or exceed those expectations.
• Strong documentation skills and the ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms