Desktop Support Technician - JobRialto : Job Details

Description:The IT Desktop Support Technician is an important member of the IT Infrastructure team at Client. The IT Desktop Support Technician is someone with strong customer service and troubleshooting skills to resolve technical issues for our end users. The Desktop Support Technician will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues. Day to day responsibilities consist of: Installing, testing, maintaining, and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.What You'll Be DoingTaking initial telephone or service ticket inquiries and troubleshooting or managing end user hardware, software, or network problemsResponsible for executive level desktop support, requiring a higher level of serviceUtilizing Active Directory for user management and assigning users to Group Policy ObjectsResponding to and supporting the resolution of server and network issues with Tier 3 supportProvide 1st level client support through our help desk ticketing systemRecognizing and escalating more difficult problems to Tier 3 supportSupporting a Microsoft Windows environment, including the windows stack, Active Directory, and hosted M365Use Remote Monitoring tools and call tracking to log and route ticketsImaging and Deploying Desktops and Laptops for end usersCreating and maintaining client-related documentationActively participating as a strategic member of the technology team, including participating in team meetings, and providing onsite support for remote IT EngineersParticipate in the maintenance, updates, planning and installation of client computers and application softwareParticipate in working with the business to build automated workflows that are repetitive, replicable, and comprehensive, through continuous improvement of our processesAssist the CEG compliance and cybersecurity teams to align processes with regulatory requirementsFacilitate the deployment of new client computer systems and application integration to support business needsAssist in the coordination of planned maintenance activities to ensure IT systems are properly implemented and maintained according to best practices with as little impact to the business as possibleAssist in the development and maintenance of proper processes, procedures, and system documentation according to industry best practices and regulatory requirementsThis role requires a strong working knowledge of the following:Microsoft Windows Operating Systems including M365 SupportStrong Customer Service techniques in an IT environmentITIL frameworkIT Service Management Software (i.e., ServiceNow)Proficient in IT procurement processes and proceduresStrong Incident skills and troubleshooting techniquesExceptional work ethic and time management skillsAbility to work well independently and/or as part of a teamStrong communication skills and a commitment to customer service at the executive levelAbility to travel 10% of the time, and on short noticeParticipate in after hours on call rotation as necessary for problem resolution, and project management/installationsWhat Would Be NicePreferred QualificationsAn associate or bachelor's degree in information systems or a similar field is preferred. Experience in key Information Technology competencies will be considered in lieu of a formal degree. 1 year of experience supporting client-side IT infrastructure and software in an enterprise environment Education: Bachelors Degree