Desktop Support Technician

Job Title: Desktop Support Technician

Job Location: Tulsa, OK

Job Type: Contract

Pay Range: $18.00hr - $23.00hr

Job Overview:

The successful candidate will demonstrate proficiency in Data Analysis & Reporting using MS Office and ITSM tools. The role involves coordinating desktop changes, preparing rollout requests, creating implementation plans, and handling incidents related to desktop environment updates.

Responsibilities:

• Good in Data Analysis & Reporting using MS Office and ITSM tools.
• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout and prioritize change requests.
• Create rollout plans for change requests.
• Coordinate the implementation process, keep track of requests, and make sure they are implemented as planned.
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Maintain Microsoft environment knowledge (desktop & server) with a good technical understanding of the products building up a desktop service.
• Apply experience from the desktop environment and understanding of the change management process.

Technical Requirements:

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Experience with Windows Operating systems for Clients (Windows XP, Windows 10) and Servers (Windows 2008/2012/2016).
• Knowledge of Active Directory.
• Experience with ITSM ticketing tools such as ServiceNow, Remedy, HP Service Center, and Peregrine Service Center.
• Proficiency with remote desktop connectivity applications like TeamViewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Proficiency with MS Office Suite including MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, and MS Visio.
• Support for Internet browsers (e.g. Explorer, Chrome, Firefox), VPN, and remote dial-in users.
• Support for laptops, desktops, and printers of all models.
• PDA and BlackBerry support.
• Experience with Adobe Acrobat and other common desktop applications like WinZip.

Must Have Skills:

• AMT Asset Management Software.
• Desk Side Services.
• Mac Hardware Management.
• Hardware Asset Management.
• Hardware Management - Printers.
• Windows PC.

Certifications:

• MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification.
• ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management, is preferred.

Soft Skills:

• Excellent communication and conversation skills (verbal and written).
• Good documentation skills and good working knowledge of MS Office (including MS Project and Visio).
• Great customer handling skills with the ability to handle unforeseen situations.
• High level of acceptance.
• Ability to drive organizational values and methodology.

Other Skills / Experience:

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times, with an ability to finish tasks.
• Ability to integrate as a cross-functional team player in a fast-paced environment where information is shared.
• Ability to learn new information quickly.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
• Strong focus on Customer Focus, Teamwork, Technical Expertise, Interpersonal Effectiveness, and Concern for Order and Quality.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities