Desktop Support Technician

The Desktop Support Technician position is the initial point of contact for troubleshooting hardware, software, desktop, laptop, printer and peripheral problems. The technician must provide routine and emergency support to end users on a variety of issues. Responsibilities for the position include the identifying, researching and resolving user issues, call ownership, as well as the documenting, tracking and monitoring of problems to ensure timely resolution. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. This position has frequent contact with desktop and laptop end-users, peers and managers. The technician must exercise independent judgment, as well as demonstrate a continuous positive attitude and be a team player., * Be responsible for performing the duties and jobs of the IT Helpdesk by responding quickly and appropriately to help requests, work will include supporting remote users and sites.

• Adhere to Helpdesk SLA’s and agreed to response times. Document common help requests and solutions. Work to solve root causes of recurring problems.
• Build, repair, and configure desktops/laptops, Audio visual equipment, etc.
• Prepare and regularly update training and onboarding documentation for end-users, HR and IT staff.
• Manage account provisioning within all systems (Users, Groups & Permissions).
• Perform training classes for end users on various corporate applications as well as systems training for new hires.
• Support various applications by effectively troubleshooting problems and working with other IT team members.
• Effectively communicate with management and teammates in all stages of work.
• Support staff in maintaining, administering, and enhancing the network infrastructure.
• Work to maintain a high level of availability, stability, and performance for all systems.
• Assist in maintaining software licensing and hardware inventories.

Do you have experience in macOS administration?, * At least 1 year experience in Help Desk Support.

• Working knowledge of Mac OS X, Windows 10/11 and MS Office applications is required.
• Office 365 administration & implementation.
• Understanding of systems and troubleshooting system issues is required.
• A basic understanding of TCP/IP networking is required.
• Demonstrated project discipline and experience. Must be organized, focused, and driven toward established deliverable dates.
• Must be able to effectively communicate with all levels of employees within the organization, verbal and written.
• Highly motivated and able to adapt to changing priorities.
• Strong interpersonal skills; must be a team player.
• MCP/ Comp TIA certified and/or systems administration experience is a plus.
• SharePoint administration is a plus.
• Mobile Device Management administration is a plus.
• Microsoft Power Apps/ Flow is a plus.