Desktop Support Technician

Job Description

Job Requirements

Top Skills/Qualifications:

1. Being able to work in a Fast-paced environment (50-75 tickets a week)
2. User communication
3. 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 Company 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 wifi 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