Desktop Support Technician

Our client is looking for a Desktop Tech (Tier II) to join a 4 person team, under the supervision of 2 Sr. Desktop Techs (Tier III.) There are 1,000 end users in their environment and this candidate will report to the York PA facility.

Responsibilities:

Service Request/Issue Handling:

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Serve as the contact with users who need technical assistance via in person, phone, chat or email

Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software

Categorize and record reported queries and provide solutions

Provide technical guidance to users on appropriate action(s) to take

Identify and escalate situations requiring urgent attention

Monitor issues from start to resolution

Follow up with users to ensure completion and resolution of issues

Communicating with Users:

Provide quick resolution and excellent customer service, both on-site and remotely

Provide needed information on IT products or services

Work through the problem-solving process with customers

Optimization:

Inform management of recurring problems

Stay current with system information, changes, and updates

Write, edit, and revise training manuals for new and revised software and hardware

Provide feedback on processes and make recommendations on areas for improvement

Provide feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Administrative Tasks:

Track and route problems and requests and document resolutions in Service Now

Clean up computers & other devices to prepare them for deployment

Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting

Document internal procedures

Train other staff members on troubleshooting and diagnosing problems

Other project work as necessary

Microsoft 365 Cyber Security Backup Devices Problem Solving Service Catalog Customer Service Active Directory Customer Support CompTIA Network+ Help Desk Support Safety Monitoring CompTIA Security+ Computer Hardware Business Valuation Root Cause Analysis Technical Assistance Full Stack Development Technical Documentation Business Transformation ITIL Foundation Certification Virtual Private Networks (VPN) Microsoft Certified Professional Troubleshooting (Problem Solving) Software Configuration Management, 3 years or more years of Helpdesk/Desktop and customer support experience

Ability to perform RCA post-mortem write-ups as ebriefs for shared learning

Familiarity with ITIL foundations

Experience using IT tracking and ticketing systems (Service Now, Remedy, etc) preferred

Experience with a variety of IT and Help Desk technologies, to include, VPNs, VMware, Microsoft Office 365 products, antivirus software, networking concepts, data backup and recovery, Exchange, Active Directory, Windows, etc preferred.

Technical certifications that demonstrate advancing knowledge of our systems/services (A+, Network+, Security+, MCP, IAT or other cyber security certifications, etc) preferred

Experience working with life safety monitoring systems preferred, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Microsoft 365 Cyber Security Backup Devices Problem Solving Service Catalog Customer Service Active Directory Customer Support CompTIA Network+ Help Desk Support Safety Monitoring CompTIA Security+ Computer Hardware Business Valuation Root Cause Analysis Technical Assistance Full Stack Development Technical Documentation Business Transformation ITIL Foundation Certification Virtual Private Networks (VPN) Microsoft Certified Professional Troubleshooting (Problem Solving) Software Configuration Management +0

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.