Desktop Support Technician

AmTrust Financial Services, Inc. is looking for a driven Senior Desktop Support Technician which will report to the Supervisor, End User Support. As a Senior Desktop Support Technician, you will be responsible for scheduling, managing, and directing all on-site IT implementation activities, such as desktop support, site assessment, hardware/software installation, network and systems installations and configurations to support all AmTrust facilities. The position is also a member of a global remote support team working to diagnose, resolve, and respond to IT incidents in a fast-paced environment. In addition, the Senior Desktop Support Technician will work closely with other IT groups and business departments to address escalated issues and help implement new or updated solutions as well as external entities where third party support is needed., * Provide IT Technical support services, to all employees in AmTrust Offices. This position will join a team based in Cleveland, Ohio to provide IT support for AmTrust offices remotely, by phone, or onsite

• Provide technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite o365, Intune Device Management, Common off-the-shelf applications, SCCM Remote Connectivity Platform, Cloud Printing, network/local printers
• Provide onsite, phone, and remote support to all employees
• Persistent logging of tickets and timely resolution of first-line issues up to an/or including escalations to other support teams
• Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience
• Ability to follow and improve ongoing Service Desk procedure documents and Knowledge Base
• Provide after-hours and 'on-call' support, as necessary
• Provide desktop/laptop break/fix/maintenance support (Dell, Microsoft, Apple)
• Ability to keep/update records of onsite hardware and peripherals
• Provide support to growing mobility (MDM) platform (iOS, Android, and Windows based platform)
• Troubleshoot, research, and resolve escalated technical problems and incidents
• Research new industry technologies and recommend proactive solutions within the environment
• Act as local point-of-contact to AmTrust offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
• Ability to work on projects and meet timelines as necessary
• Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process

• Associates or bachelor's degree. Proven industry experience will be acceptable in lieu of degree.
• Minimum 1 year of experience of IT infrastructure, knowledge across multiple areas of the IT environment with a demonstrated ability to translate business challenges to IT opportunities.
• Experience of working in an ITIL based Support Role
• Minor after-hours and weekend work will be required
• Demonstrated technical mastery for desktop related issues (Windows 10, Mac OS)
• Self-starter with the ability to effectively work with minimal supervision
• Ability to manage multiple end-user support requests effectively
• Experience with MDM and supporting mobile devices (Intune, WorkSpaceOne)
• Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
• Experience with creating standards and documentation
• Extensive knowledge and experience with Windows based technologies including Windows 10, SCCM, Azure, Intune, Exchange
• Outstanding troubleshooting skills in WAN/LAN/Desktop situations
• Remote Connectivity tools such as TeamViewer and Remote Desktop
• Microsoft Office o365
• Cisco Call manager, Cisco Unity Voicemail, Microsoft TEAMS
• Working knowledge of industry standard ticketing systems like ServiceNow
• Ability to work both independently and as part of a project group, with time constraints
• Strongly customer service oriented; organizational and communication skills, positive and can-do attitude

Preferred

• Strong leader & team player - collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis
• Proven track record of customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
• Strong analytical skills - strong problem-solving skills, communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
• Microsoft MCP (MS Certifications), A+, NET+, Apple and ITIL certifications are a plus
• Basic Networking (TCP/IP) is desirable