IT Desktop Support Technician - End user Computing

The candidate works on assignments of a diverse scope where the analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Essential duties for the position include, but are not limited to the following:

• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with EUC equipment
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
• Support Authorized Users in connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
• Provide repair and maintenance for mobile devices
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide VIP/White-glove, executive level support
• Provide warranty and break/fix support for networked printers
• Configure and support end users on mobile computing platforms
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
• Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
• Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Utilize problem management database and systems to track and report on customer calls and requests.
• Communicate technical information to technical and non-technical team and customers.
• Support/Troubleshoot Win10 OS and O365.
• Conference device support
• SCCM client end installation and troubleshooting knowledge
• Nice to have ServiceNow experience.
• 100% onsite - working from client office location.
• Other Deskside support services as required.

• Requires 3+ years of related work experience
• Sound knowledge of imaging tools (Ghost, MDT)
• SCCM Experience deploying images
• Sound knowledge of data backup and recovery tools (USMT)
• Installing, upgrading, and migrating to Windows11
• Deploying Windows 11 in large enterprises
• Configuring hardware and applications
• Configuring network connectivity
• Configuring access to resources
• Configuring mobile computing
• Monitoring and maintaining systems that run Windows 10
• Configuring backup and recovery options, * Desktop Support: 3 years (Required)

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance