Desktop Services Technician

Job Description :

• Perform intermediate to advanced desktop administration and client / desktop service and support in supporting, maintaining, and managing IT endpoint assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading client-facing technologies.
• Perform the imaging of computers using SCCM, creating bootable USB drives.
• Perform advanced troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld / wireless devices, printers, copiers, and related computing technologies, adhering to departmental procedures and company policy.
• Support intermediate to advanced Office services.
• Administer appropriate levels-related security controls, governance, compliance, and data loss prevention to secure enterprise computing assets from vulnerabilities and threats (, anti-virus, anti-spam, anti-spyware, etc.).
• Efficiently manage, research, and troubleshoot relative incoming incident and service management requests with the ability to prioritize accordingly, escalating requests as appropriate to other IT team members in a fast-paced team environment (telephone, email, and tracking systems).
• Ensure complex customer needs are monitored, addressed, documented, and resolved promptly and effectively through customer satisfaction.
• Gather relevant information and regularly update the manager and teammates regarding progress, risk management, potential business impact, resource management, timing, overruns, etc.
• Compose supporting technical documentation as it relates to this position.
• Cross-collaborate with all IT operating segments as needed.

Skillset / Experience :

• Associate degree and a minimum of two () years of relevant experience, or a cumulative minimum of four () years total relevant experience in an intermediate to advanced computer, laptop, and mobile device support role, supplemented by coursework in the field or any equivalent combination of education, experience, and training. (required)
• Microsoft Office Fundamentals (required), Certified Modern Desktop Administrator Associate (preferred), or equivalent Microsoft certification in Windows Operating System min. (required)
• Apple certification. (preferred)

Skills, Experience and Qualifications :

• Proficiency with systems-related diagnostics, troubleshooting, maintenance, and repair, including new installs, upgrades, optimizations, and general day-to-day operations. (required)
• Experience installing, testing, and troubleshooting related hardware and software applications, including multi-platform operating systems and third-party applications. (required)
• Advanced experience with desktop administration and client / desktop service and support, maintaining and managing IT endpoint assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading client-facing technologies. (required)
• Advanced experience with troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld / wireless devices, printers, copiers, and related computing technologies, adhering to departmental procedures and company policy. (required)
• Experience providing end-user call support, prioritization, and escalation of service needs. (required)
• Ability to work under pressure and exercise sound professional judgment in analyzing problems to resolve or escalate intermediate to advanced system issues. (required)
• Ability to handle multiple tasks to completion and through to customer satisfaction. (required)
• Proven organization / planning, customer service, and response skills. (required)
• Participate in IT on-call rotation schedule for Desktop Support team to include evenings and weekends as needed (generally one week every several months). (required)
• Flexibility to travel to company offices around the company as needed. (required)
• Valid driver's license and satisfactory driving record for business travel. (required)
• Visa sponsorship is not available for this position.
30+ days ago