Hamilton MT- Desktop support Technician Level II
Hamilton MT- Desktop support Technician Level II
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Job Description
Desktop Technician will:
Provide daytoday local and remote desktop support receive inbound calls answer questions troubleshoot and document steps performed to resolve challenges with hardware software and application issues in a ticketing system.
Facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
Provide Break Fix fault diagnosis and resolution.
Provide fault analysis to customers various core operating systems and platforms as well as be able to provide support and apply desktop fault resolution for the approved application suite.
The ideal candidate should have relevant 35 years of experience in Windows Desktop support.
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install upgrade support and troubleshoot XP Windows 7 Windows 8.1 Windows 10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.
f) Should have basic knowledge of Mac operating system to support Apple pc users.
g) Install upgrade support and troubleshoot for printers and computer hardware.
h) Performs general preventative maintenance tasks on computers laptops and printers.
i) Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
k) Broad experience in IT with a basic understanding of Networks Servers Audio/Visual Smart Devices and Telecoms.
l) This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills
a) Bachelors Degree or equivalent in Computer Science or a related field.
b) CompTIA A Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months years of IT experience.
d) Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting Enterprise antivirus solutions and Helpdesk ticketing systems.
e) Mobile device management including IOS and Android devices Enterprise encryption solutions and Windows PC/laptop management via Active Directory.
f) Proven analytical troubleshooting and problemsolving skills.
g) Proven ability to multitask effectively determine priorities and meet SLAs.
h) Excellent communication relationshipbuilding and internal customer service skills.
i) Adaptable and flexible in a fastchanging industry and work environment.
j) Willing to work offhours and weekends when required for projects or emergency support.
Health Insurance
Paid Time off
Federal Holidays
401(K)
Employment Type
Full Time
