Desktop Support Technician

Job Description:

Responsibilities:

• Deliver world-class IT support to onsite and remote end users.
• Independently resolve complex, break/fix issues in person or via telephone. Troubleshoot Windows 10, Microsoft Office 2021; Outlook, Excel, Word, PowerPoint, iOS & Android operating systems, Internet/Intranet, VPN, Multiple Security Applications, SCCM, Workspace One, Scripting, Active Directory, Webex, and Printing.
• Perform installations, replacements, imaging, upgrades, and other hardware/software-related tasks as needed.
• Provide smart hands support for network and voice services.
• Provide recommendations regarding new technologies to better support all executives and users.
• Acts as a resource for IT projects and initiatives in other functional areas as needed.
• Receive and respond to incoming requests in a timely manner including occasional after-hours support per SLA requirements.
• Follow set procedures for logging, reporting, and statistically monitoring desktop operations.
• Manage secured cyber asset inventory.
• Maintain and adhere to compliance policies.
• Create/update documentation, reports, and SOPs for compliance.

Requirements:

• Bachelor’s degree or equivalent experience (i.e. 7+ years’ experience in an IT technical role).
• 7+ years’ experience in desktop hardware, operating systems, smartphones, and printers.
• 7+ years’ experience in Microsoft products (Windows, Office, Outlook, Skype, etc.).
• 7+ years’ experience in business communication platforms such as messaging, video conferencing, telephony, etc.
• Basic/Advanced knowledge of network hardware, including firewalls, routers, access points, bridges, switches, and patch panels a plus.
• Hands-on troubleshooting experience with the ability to perform under intense scrutiny.
• Working technical knowledge of current protocols, operating systems, and standards.
• Strong written and oral communication skills with a focus on executive-level support.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation with a focus on customer satisfaction.
• The highest degree of professionalism and integrity.
• Ability to research and test new technologies and solutions.
• Time management and organizational skills.

Preferred Skills:

• A+, Network+, Security+, or other similar Microsoft certifications.