Desktop Support Technician

The candidate will be part of the End User Support (EUS) team, whose mission is to provide quality support to enable the client’s workforce to be productive in a hybrid work environment. This position is responsible for providing second level (Tier 2) support and helping to implement and improve IT service delivery channels for the workforce including: walk-up and remote support., * Emphasis on customer experience for employee workforce

• On-site support for IT issues, requests and devices (smart phones, tablets, laptops, and software), including general support, repairs, refreshes, hardware troubleshooting and installs
• Provide on-site support to multiple facilities across the Phoenix metropolitan area requiring dependable and reliable form of transportation
• Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure
• Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues
• Work within a defined set of IT service management processes and procedures, including Knowledge, Incident, and Request
• Support ongoing and future projects based on the IT modernization roadmap and stakeholder requests

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels
• Strong background and knowledge and application of Microsoft OS, Virtualization (AVD, W365)
• Service Management and industry best practices and security principles
• Detail oriented with strong analytical, problem solving and technical troubleshooting skills
• Well organized with the ability to manage and prioritize multiple tasks simultaneously
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary
• Familiarity with disassembling workstations to perform diagnostics, hardware repair and/or replacement
• Excellent oral and written communication skills, including understanding of good documentation practices
• Requires in-depth working knowledge and experience with multiple technical areas across a large-scale enterprise environment in the following areas:
• Microsoft Operating Systems & the M365 platform (Office Pro Plus, Teams, OneDrive, etc.)
• Apple devices & operating systems (macOS, iOS)
• Networking, including TCP/IP system commands to aid in remote troubleshooting Active Directory, Group Policy, NTFS permissions, DNS
• Hardware to include desktop, laptops, printers, mobile phones and other connected devices
• ServiceNow for work tickets and asset management
• A+, Network+, and Security+ certifications is desired

4.54.5 out of 5 stars Tempe, AZ 85281 Hybrid work $65,000 a year - Contract