Desktop Support Technician

The Desktop Support Technician will be responsible for all end users support services local and remote, including break-fix, desk-side support, new system installation, and inventory and asset tracking activities. In addition, this position will provide in-depth technical hardware and software troubleshooting and support for all PC\Mac desktop, laptop and mobile device platforms., * Technical Support for End User PC’s\Mac’s workstations, hardware, software, peripherals and printers.

• Deploy new PC’s\Mac’s for End Users,(Lifecycle Management) including hardware, software, and OS imaging.
• Support software and hardware refresh/upgrade/configuration efforts - Windows 10, Microsoft Office, Proprietary applications, etc.
• Plan, prioritize, organize and complete work to meet established SLA’s adherence, KPI’s and End User Compute objectives.
• Perform Installs, Moves, Add and Changes (IMACs) of hardware and software.
• Maintain required documentation involved in asset tracking/deployments to ensure accurate billing with respect to internal chargeback model.
• Provide technical support and expertise to install, maintain and ensure effective performance of hardware and software.
• Analyze technical problems and recommends and applies required solutions.
• Educate end users when installing new equipment or software
• Experience with Autopilot or MDT deployment tools.
• Performs tasks to improve the efficiency, reliability, availability, and stability of the computing environment.
• Maintains documentation to ensure efficient and accurate department operations.
• Support AV systems and equipment for onsite and remote locations as needed
• Support VIP/Executive level user base on daily basis
• Assist in remotely supporting users at all company and potential WFH locations

• Asset management practical experience
• Bitlocker or encryption software experience
• HDA Service Desk Software experience or similar Service Desk ITIL compliant software
• Microsoft Teams Support and Operational experience
• Team Player, Positive and with can do attitude
• Ability to work in a fast-paced environment with daily reprioritization
• Good written and communication skills to all levels of Management and end users
• Outstanding Customer Service Skills
• Dell Support Experience
• Bilingual preferred but not required
• Other duties as assigned., * Desktop Support in an Enterprise environment: 2-3 years
• Comptia A+ Certification: (Required)
• Microsoft Technical Associate Certification (Preferred)
• Dell EMC Support Certification (Preferred)
• Experience in LANs, WANs, Personal Computers and software delivery applications.
• Knowledge of computer security products.
• Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred
• High level of technical proficiency with IT equipment is a must.
• Working knowledge in major desktop operating systems (Windows 7, 8.x, 10, OS X, iOS).
• Excellent Desktop support troubleshooting skills needed.
• Must have the ability to multitask with strong organization and time management skills.