EDUCATION:

• High school diploma or equivalent. Bachelor’s Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire
• CompTIA A+ Certification – required within 90 days of hire
• Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred
• Apple Support Certification preferred

KNOWLEDGE REQUIREMENTS:

• Customer Service Skills/Attributes
• Incident Management
• Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)
• Enterprise ticketing application experience – Technical Ticket System experience preferred.
• Installation and maintenance of Windows OS
• Device Enrollment Intune/Azure
• Installation and maintenance of Apple preferred
• Installation and maintenance of mobile devices
• Installation/updating of desktop software
• Remote desktop connections
• General Networking knowledge
• Network and local Printer Support
• Backup and recovery (OneDrive/SharePoint)
• Preferred Computer Imaging knowledge
• Desktop performance monitoring and optimization
• Antivirus support a plus

EXPERIENCE:

• Two (2)+ years experience in an enterprise call center - help desk - service desk – desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.
• Problem Management (Resource Allocation and Application)
• Acclimate/Accommodate w/in Changing IT Environments
• Critical thinking/Problem Solving skills
• Active listening skills and effective communication skills
• Collaborative Work environments/works w/TEAM/ mission focused

TECHNOLOGY IS OUR PASSION. PEOPLE ARE OUR PURPOSE.

We are currently seeking a Desktop Support Technician for a full time position. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require a commitment on your part as well as ours.

ESSENTIAL FUNCTIONS:

• Some of the primary responsibilities of this role would include:
• All aspects of both Remote and Deskside computer support
• Owning, tracking and resolving Information Technology (IT) incidents and requests
• Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems On Call Support
• This IT Operations support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.