Service Desk Technician

Location: Scottsdale, AZ
Salary: $25.00 USD Hourly - $27.00 USD Hourly
Description: Our client is currently seeking a Service Desk Technician.

Candidates MUST be in the Phoenix/Scottsdale, AZ are for a FULLY ONSITE schedule.

Overview:

This role holds the responsibility of delivering multi-level technical/customer service and support to internal Plexus associates for desktop-related applications, computers, accessories, and peripherals. In this role, they will contribute to desktop system builds for both Windows and macOS platforms, engage in application packaging and deployment using established endpoint management tools. Apart from these duties, they will also provide additional support encompassing endpoints, applications, network printers, desk/soft phones, and basic network connectivity. This professional will actively take part in on-call duties and will be responsible for routing, creating, and assigning incident/service request tickets to the relevant IT support groups. They will also take charge of installing and troubleshooting desktop-related applications, while also assessing new application/hardware requests. Collaborating with team members and fellow IT support personnel, they will diagnose and resolve issues, and actively participate in various projects and initiatives. Furthermore, they will exhibit skills in identifying desktop and system performance challenges, all while maintaining comprehensive documentation. Their expertise will cover a wide range of commonly used IT concepts, practices, and procedures within their specific field.

This job will have the following responsibilities:

• Serve as a centralized point of contact for all technology needs.
• Support internal associates with application, computer, desk/soft phone, printer, and basic network related issues.
• Install workstations, laptops, printers, and other desktop related equipment.
• Regularly perform system audits to ensure licensing and access is assigned at the lowest level needed, ensuring principle of least privilege and reducing excess cost/spend within each application.
• Responsible for tracking, management, intake, and disposal of company's IT assets.
• Create comprehensive and clear technical documentation to effectively communicate complex concepts and procedures.
• Monitor ticketing queues and route/assign incidents and requests as needed.
• Handles Identity and Access Management; provisioning, maintenance, and disabling of user accounts and profiles.
• Ability to implement and support mobile device management (MDM) or endpoint deployment and management solutions such as InTune, JAMF, etc., to package and deploy applications and updates to supported endpoints.
• Contributes to the implementation and maintenance of Active Directory Group Policies and Local Group Policies to ensure endpoint hardening methodologies are achieved.
• Ensure the stable operation of desktop computers (Windows and macOS), accessories and peripherals following established guidelines and best practices.
• Knowledge of IT Service Management (ITSM) tools such as Jira Service Management, ServiceNow, ServiceDesk+, Remedy, Cherwell, etc.
• Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained.
• Capable of providing knowledgeable insight, suggestions, and able to support various audio/video setups in on-site conference rooms and off-site meetings.
• Independently assess and analyze complex application, network, and security-related issues, applying a high degree of expertise to make informed decisions.
• Demonstrate the ability to prioritize tasks effectively, exercise sound judgment, and take ownership of resolutions, fostering a culture of autonomy and accountability within the Service Desk team.
• Make recommendations to optimize the performance of the IT Operations department and prevent future problems/issues from arising.
• Experience with remote monitoring and management (RMM) solutions, to support associates remotely and automate resolutions where applicable.
• Responsible to evaluate new equipment and software to meet the business needs and provide an excellent associate experience.
• Complete all other assigned duties and expectations.
• Commit to working together as one team, exceed service expectations by developing positive relationships and treat others with value and respect...always.
• Exhibit an honest and committed effort to delivering as promised, never compromising quality.
• Achieve individual and team goals.
• Meet deadlines with the resources provided and never compromise ethical standards.
• Seek opportunities for personal and professional development.
• Attend all company required training and actively participate in development conversations with managers.

Minimum Qualifications:

• Education: Associate degree or equivalent experience.
• 2 years related experience.
• Experienced in troubleshooting methods and procedures.
• Experience troubleshooting and support of hardware and software.
• Thorough understanding of Microsoft Windows and Macintosh Operating systems.
• Experience troubleshooting and supporting Microsoft Outlook, Office 365, and Exchange.
• Basic understanding of Multifactor Authentication and Single-Sign On tools.

Preferred Qualifications:

• Education: Bachelor's degree in a related field.
• 3+ years in a Service Desk role.
• Advanced understanding of server structures and Active Directory.
• Advanced understanding of software, hardware, and cloud services.
• Advanced understanding of security protocols including authentication, permissions, etc.
• Thorough understanding of deployment and management tools such as InTune or JAMF.
• CompTIA A+, Microsoft, Apple, Dell and/or HDI Certifications.

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Contact:

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