IT Desktop Support Technician

Note: This role is on W2 Basis only!

Job Description:

• Support for Microsoft Office 365 on PC and Mac platforms.
• Support a user base with 80% Mac OSx and 20% PC
• Support for Adobe Creative Cloud-based applications.
• Provide technical support services in person, via email, phone, and remote sessions.
• Resolve issues that could not be resolved via first-level support and ensure customers are able to perform their business requirements.
• Respond to phone and email inquiries that are placed at the Support Center or directly and interact with end-user customers to resolve local and network-related issues.
• Work with other IT groups to roll out hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
• Must support all hardware/software on company desktops/laptops and provide expert second-level support.
• Follow EPCO IT security policies and procedures.
• Assist in remediating any malware/virus issues.
• Assist in the coordination and evaluation of software required to support the business.
• Diagnose and troubleshoot hardware, software, and connectivity issues.
• Install, verify, and troubleshoot the installation and operation of macOS, Microsoft Windows 10/11 operating systems, business applications, and peripherals.
• Knowledge of migrating an end user from one computer to another while maintaining OS settings, applications, and role requirements
• Troubleshoot all computers, copiers, fax machines, scanners, and any other IT-related issues reported via Remedy.
• Onboarding and offboarding of employees and contractors.
• Maintaining hardware inventory and ordering equipment as required by the business.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Document and update the written knowledge base and procedures for issues resolved.
• Suggest, design, implement, and test a computer for compliance with standards.
• QA software packages before they are passed to production.
• Be able to manage a heavy caseload and respond to customers' requests in a timely fashion.
• Work a flexible schedule; provide off-hours support on an on-call basis.
• Travel to remote sites when required.
• Deliver superior customer service.
• Maintain detailed documentation of each service call in an online tracking system.
• Work in a team environment as well as individually.
• Ability to lift 30 lbs.
• Perform other duties as assigned.
• Fix/troubleshoot hardware issues, use Apple Care or Dell Tech Direct for warranty repair
• Working knowledge of implementing and using JAMF in an Enterprise setting
• Collaboration tool support: Slack, MS Teams
• The successful candidate will meet the following qualifications:
• A bachelor s degree or similar years of experience is preferred.
• Minimum of 4 years experience supporting desktop hardware and software.
• Minimum of 4 years experience in understanding technical infrastructure, including local area network, wide area network, servers, desktops, and multiple operating systems.
• Possessing any of the following certifications would be highly desired: ACSP (Apple Certified Support Professional, A+, Net+, MTA, MCSA (current OS), MCSE, ITIL.
• Experience in the following IT areas: PC, LAN/WAN, Wireless connectivity, Database connectivity, Imaging (MDT, SCCM, Ghost), WinDBG, ProcMon, VPN, DOS applications.
• Experience and knowledge of Server 2019 and 2022 as well as Cisco Routers/Switches.
• Ability to set up and manage mobile devices required (iPhones, Android OS, etc.).
• Experience setting up HP LaserJet and MFD devices is required.
• Experience working with an ITSM software required (Remedy preferred).
• Experience with Creative Suite applications such as Adobe Photoshop, LightRoom and Design apps.
• Experience with Vjoon K4 application.