Job Overview:
Working closely with and under the direction of the Director, Infrastructure Services, the Desktop Support Technician is responsible for installation, configuration, and support activities for IT's end user systems and peripherals. This includes laptops, desktops, mobile devices, printers, communication services and other supporting IT infrastructure. This position, which plays a critical role within the IT team, works closely with the business community and the other members of the IT team bringing forward opportunities to leverage technology to better secure, support and grow the business.
Duties:
· Responsible for Level 1 & 2 support activities for company desktops, laptops, mobile devices, and peripherals in a Windows 10 Microsoft 365 environment. This includes installing, diagnosing, repairing, maintaining, and upgrading equipment.
· Works directly with end users to troubleshoot and resolve user questions/issues with standard applications including MS Office, web browsers, Adobe, & Cisco Jabber, Teams. User interactions can take place over the phone, via remote control tools or face-to-face.
· Works directly with end users to troubleshoot and resolve user questions/issues with pc’s, peripherals, video conferencing, mobile devices, and other desktop hardware.
· Accepts and works on assigned service desk tickets. Completes timely updates, transfers, escalations, and resolutions in the companies ticket management system. Provides timely status updates back to requester with appropriate resolution actions.
· Completes required employee on/off boarding activities. Configures, images, and deploys hardware equipment that meets end user requirements. Ensures that the IT asset management system is properly updated with inventory/stock/loaner items.
· Quickly identifies, responds, and helps mitigate issues related to potential phishing attacks, malware, spyware, and other malicious activity. Escalates identified issues or concerns as per established procedures.
· Performs assigned activities to help quickly and seamlessly integrate newly acquired organizations into the Companies operations.
· Proactively utilizes vendor knowledge bases, support forums and other sources to help research and resolve identified issues and/or prevent future problems.
· Takes initiative and provides recommendations on end user technologies that can benefit the organization.
· Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
· Has a basic understanding of networking
· Develops strong partnerships and can assess and develop strategies for achieving the needs of the user community.
· Ensures that deployed systems comply with all applicable legal, and fiduciary policies, practices, and requirements.
· Accurately prepares written business correspondence that is coherent, grammatically correct, effective, and professional.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or related field.
- A+, MCP, MCSA, ITIL Certifications.
- Minimum 5 years’ experience working in an enterprise IT environment.
- Experience installing and supporting desktop, laptop, & mobile systems hardware and operating systems (Windows 10/11, IOS, Android).
- Strong customer service-oriented mindset.
-Team player with strong communication, organizational, problem solving, written and verbal skills.
- Experience creating/managing accounts within with Microsoft 365 & Azure Infrastructure as a Service platform.
- Working knowledge on Active Directory Domain environment, DHCP, DNS, Windows GPO, WINS, and TCP/IP commands
- Proven experience in IT support roles with a focus on computer networking and system administration.
- Strong knowledge of IT infrastructure components and best practices.
- Excellent problem-solving skills and the ability to work well under pressure.
- Prior experience in a help desk environment is advantageous.
- Strong communication skills to interact with diverse stakeholders effectively.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Relocate:
- Wayne, PA 19087: Relocate before starting work (Required)
Work Location: In person