Job Details

Job Description:
The IT Desktop Support Technician I provides high-quality, professional support to our corporate and store employees. This includes the deployment and troubleshooting of all hardware, operating systems, mobile device support and software applications supported by the IT department. The position exemplifies outstanding customer service skills when responding to customer problems received via our ServiceNow ticketing system while also responding to internal requests from customers.

Key Accountabilities:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts to ensure employee business requirements are met.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Researches, configures and installs computer software packages, software upgrades, PC Support, Operating System upgrades and maintenance.
• Provide technical support services in a timely manner to meet customer Service Level Agreements as defined in ServiceNow ticketing system.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products
• Perform computer wired and wireless network troubleshooting.
• Coordinate with vendors to resolve technical problems with desktop computing equipment and software.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To create, maintain and publish relevant support documentation to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Provide timely project updates and status reports.
• Maintain a high level of proficiency in using Desktop Support systems and tools.
• Track and maintain IT asset equipment inventories ensuring proper quantities of spare equipment is available.
• Provide training to employees on the basic use of approved hardware/software.
• ttend and suggest training sessions for Desktop Support Team regarding common issue troubleshooting and resolution.
• Install, configure and support OS X hardware and software.
• Provide escalated technical guidance and assistance to less experienced technicians.
• Interact professionally with clients exhibiting strong customer service skills.
• Participate in rotational after hours on-call support after normal business working hours.
• Provide technical support for critical incidents outside of normal business hours to ensure adequate support of our stores, corporate offices and remote employees.

• Minimum Education: High School diploma or GED; Associate or Bachelor degree, a plus.

• MCP or equivalent knowledge of the MS Win10 operating systems, required.
• MCP or equivalent knowledge of the MS Office suite (Outlook, Word, Excel, etc.), required.
• Two years' experience in Active Directory administration and group policy administration, preferred.
• Strong customer service skills and adapt to servicing a varied customer base.
• Strong drive and work ethic to complete tasks and projects in a timely manner.
• One year experience supporting Windows PC Hardware and Software in an enterprise Desktop Support role, required.
• One year experience supporting and administering Mobile Device Management platforms, preferred.
• One year experience supporting MacIntosh Platform running MacOS, required.
• One year experience supporting Mobile Devices in an enterprise environment, required.
• Experience supporting and administering Chrome OS Devices and Users, preferred.
• ble to communicate effectively (written and oral) with team members and management.
• bility to work with minimum supervision or independently.