Malvern PA - Desktop Support Technician II
Malvern PA - Desktop Support Technician II
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Job Description
We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.
Services Required (SOW)
Computer imaging
Desktop support
General networking skills
The Band 1 Desktop Technician will provide day to day localremote 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. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix fault diagnosis and resolution. Providing fault analysis to the customers core operating systems and platforms and providing support and applying desktop fault resolution for the approved application suite. The ideal candidate should have 12 years experience in Windows Desktop support.
Position responsibilities and functions
Provide first/second level contact and problem resolution for customer issues.
Work with Third Party Vendors to remediate complex AV issues as needed.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents.
Install upgrade support and troubleshoot XP Windows 7 Windows 8.1 Windows 10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.
Should have basic knowledge of Mac operating system to support Apple pc users.
Install upgrade support and troubleshoot for printers computer hardware.
Performs general preventative maintenance tasks on computers laptops printers.
Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
Broad experience of IT with basic understanding of Networks Servers Audio/Visual Smart Devices and Telecoms.
This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.
Required minimum qualifications and skills
Bachelors degree or equivalent in Computer Science or related field.
CompTIA A Microsoft Certified Professional (MCP) or better.
Minimum of 18 months (about 1 and a half years) years of IT experience.
Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting enterprise antivirus solutions helpdesk ticketing systems.
Mobile device management including IOS and Android devices enterprise encryption solutions Windows PC/laptop management via Active Directory.
Proven analytical troubleshooting and problem solving skills.
Proven ability to multitask effectively determine priorities and meet SLAs.
Excellent communication relationshipbuilding and internal customer service skills.
Adaptable and flexible in a fastchanging industry and work environment.
Willing to work offhours and weekends when required for projects or emergency support.
In addition the Band 1 Technician will mentor and assist Band 0 technicians in their work and provide support to Band 2 Technicians in resolving tickets
Employment Type
Full Time
