Desktop Support Tech

Position Overview

The Service Desk Support I - Tier II role is responsible for handling problem diagnosis and client relationship management by serving as the direct face-to-face contact for technology-related issues. The candidate will provide exceptional Walk-Up support and remote assistance, ensuring issues involving hardware, software, network, security, and user provisioning are documented and resolved effectively. Supervisory Responsibilities: None. Reports directly to Service Delivery Manager.

Key Responsibilities

• Provide Walk-Up support for end users requiring immediate assistance during business hours.
• Troubleshoot problems or issues with Windows and mobile devices.
• Document troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ITSM system.
• Provide support for audio/visual equipment.
• Provide Smart Hands support for network, printer, and other on-site IT equipment.
• Perform imaging and basic setup on new devices for end users.
• Perform PC refreshes by imaging devices, installing software, and configuring systems for a seamless exchange.
• Manage asset and inventory management of PCs and peripherals in the stockroom.
• Conduct MDF and/or data center checks including verifying room cleanliness, ensuring network devices and UPS systems are operational, and monitoring alerts.
• Manage the asset lifecycle, including intake, retirement, and disposal.
• Support remote end users as needed.
• Escalate unresolved issues to management and other technical support teams.
• Drive to alternate sites on an emergency or scheduled basis.

Required Qualifications

• Must be a self-starter, detail-oriented, and able to handle a variety of tasks efficiently while meeting deadlines.
• Demonstrate strong customer service skills and maintain a professional manner when interacting with end users.
• Possess exceptional written and verbal communication skills in English.
• Ability to quickly learn and acquire expertise in the client's custom applications.
• Strong organizational skills with the ability to prioritize workload effectively.
• Prior experience in a Windows environment is preferred.
• Excellent understanding of technology and the role of the client within the larger IT infrastructure.
• Ability to adapt to changing work situations, with proven multi-tasking and problem-solving skills.
• Experience with Active Directory administration.
• Certification or equivalent experience such as Microsoft MCITP, CompTIA A+, Network+, or Security+.