Desktop Support Technician II

RESPONSIBILITIES:
A client with Kforce is seeking a Desktop Support Technician II to join their team in Charlotte, NC.

Responsibilities:
* The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems
* Maintains and implements desktop solutions in support of organizational business needs
* Provides professional-level phone support to customers
* Performs all duties in accordance with company policies and procedures
* Troubleshoot and replace laptop and PC hardware
* Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
* Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
* Set up, maintain and troubleshoot
* Participate in IT Support queue which will result in assigning and prioritizing open issues
* Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems; When appropriate, determine appropriate group for escalation
* Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
* Perform server and desktop computer updates to safeguard from malicious viruses and malware
* Manage customer issues and requests by creating, tracking and documenting technical solutions
* Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
* Build/deploy new workstations (desktops laptops)
* Install/upgrade hardware/software on Windows workstations
* Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation

REQUIREMENTS:
* Minimum of an Associate's degree in a Computer Technology field or equivalent from a two-year college or technical school
* Certifications obtained or working towards: ACMT, CCT, ITILv4, CompTIA
* 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
* Experience working with multiple customers face to face in a 'walk-up bar' type of corporate environment preferred
* Familiarity supporting current macOS releases and Windows 10/11
* Familiarity with wired and Wi-Fi networking with Windows Active Directory
* Familiarity with Exchange, AD, software distribution systems, and related technologies
* Working knowledge of collaboration tools such as Slack and Google Workspace; familiarity with video conferencing technologies such as Zoom
* Familiarity with ticketing systems such as ServiceNow
* Strong mobile device support experience (Android, iOS)
* Ability to work independently and within a team

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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