Desktop Support

Job Duties

Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions

Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities

Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices

Provide operating system and application support to diagnose and resolve unique, non-recurring problems

Reimage systems as required

Identifies potential escalations and proactively alerts management as needed.

Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified

Recommend and/or performs upgrades on systems

Work with procurement staff to purchase hardware and software

Complete installation and testing of computers and peripherals within established standards and guidelines

Provide basic support for mobile devices and printers

Provide primary support to executive users

Provide equipment move services

Ensures configuration and inventory management database entries are complete and accurate

Provides time / resource estimates for assigned tasks including time tracking activities

Local travel as needed

Perform other duties as assigned

Requirements

Mac OSX expertise strongly preferred!!

Must possess a professional demeanor and strong customer service/consulting/training skills

Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area

Basic understanding of networks, Intel servers and telecoms

Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets

Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)

Strong Microsoft operating system troubleshooting skills

Strong problem solving and critical thinking skills

Strong written and verbal communication skills

Must be self-motivated and the ability to work independently with minimal supervision

Must have excellent time management skills

Must be detail and process oriented

Ability to walk long distances across large facilities

Must be able to pass a background security check

Valid driver's license and reliable transportation

What will make a candidate stand out

Experience with ticketing systems (BMC, SNOW, RequestCenter etc.)

Experience working with executives

Experience with iOS

Certifications: Hardware such as A+ or equivalent, Microsoft MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP

Experience performing remote control of PCs and video conferencing knowledge

SCCM experience