Job Summary:

Provides desktop and technical support to users on end user hardware.  Troubleshoots laptop/desktop PC problems.  Responds and follows-up on customer support problems, provides timely and professional Desktop support to users. You will be interfacing with users, therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.

Job Responsibilities:

Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripheralsProvide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support softwareRelocates IT equipment including desktop computers, printers, monitors, and other general peripherals.Provide end-user software troubleshooting and support ;daily maintenance and incident/problem resolution for escalation of desktop support related issuesConfigures IT devices for secure operation, including installation of security software, software updates, and other configurations as requiredConnects and configures IT devices to use computer networksDiagnoses hardware and software failures, communicates the remediation plans to users, and provide status updatesProvides software support for users applications, including basic to advanced software operations and general use of computers and peripheralsSupports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch managementProvides virtual/remote assistance sessions with Bomgar and Apple Remote DesktopDevelops end-user documentation and instructionsDocument all user requests and actions taken in ServiceNOW ticketing system.Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfactionAbility to work well under pressure and to meet deadlines as neededRe-images desktops and laptops, as needed, and deploys new equipment to end users Participate in special projects as requiredTracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraintsRetrieves equipment from departures to be re-imaged, reassigned, and updated in inventoryPerforms advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripheralsFollows set policies and procedures when assisting clients to ensure proper handling of requestsContributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II supportMaintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when neededSupports continuous improvement in the process and quality of the operationsProvide support for escalated issues from help desk analysts

Qualifications:

Education:   Associates Degree with 1+ year of IT experience or 3+ years IT experience in lieu of degree

Required:

3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following;  Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suiteExperience using ticketing system (preferably ServiceNOW)Strong customer service and end user equipment support skillsStrong written and oral communications

Required Certifications:

ITIL foundations certification or ability to obtain certification within 6 months

Desired certifications:

Apple Certified Support ProfessionalMicrosoft Certification for Windows 10A+CompTIA Security+CompTIA Network+