Desktop Technician

• Help design, build and continuously improve the clients online platform.
• Research, suggest and implement new technology solutions following best practices/standards.
• Take responsibility for the resiliency and availability of different products.
• Be a productive member of the team.

Requirements

• Install, upgrade, support, and troubleshoot authorized desktop software and applications on Windows, Mac, and other devices.
• Manage hardware setup and maintenance for end-user workspace devices such as desktops, laptops, printers, mobile devices, and video conferencing equipment.
• Perform preventative maintenance tasks on devices and software to ensure operational efficiency.
• Execute instructions provided by Subject Matter Experts (SMEs) and provide on-site support to OEM SMEs for network and compute device troubleshooting.
• Respond promptly to IT-related incidents, providing analysis and temporary or permanent fixes to restore service. Escalate complex issues to appropriate support teams when necessary.
• Accurately document and update incidents and requests using the IT service desk system.
• Deliver exceptional customer service, ensuring all users are treated with efficiency and professionalism.
• Create and maintain support documentation to assist end users with resolving incidents independently.
• Stay updated on the latest technology and internal system processes by attending training sessions as needed.
• Contribute to regular reporting requirements as per guidelines.
• Perform other tasks as assigned, within the individual’s skill set.
• Solid understanding of IT principles, including networks, hardware, and domains.
• Proficiency in leading software packages such as Microsoft Office, Lotus Notes, and MS Outlook.
• Strong knowledge of Windows and Mac operating systems and related software.
• Experience troubleshooting end-user hardware, software, printers, and meeting room equipment.
• Familiarity with mobile device management, including Blackberry and iPhones.
• Skilled in configuring, replacing, and troubleshooting EUC hardware components.
• Awareness of data backup principles and virtual, MDM, and VPN environments.
• Basic familiarity with devices in network and compute environments.
• Excellent customer-facing skills with clear and effective communication.
• Logical and analytical approach to problem-solving.
• Strong record-keeping and time management skills.
• Ability to work independently and maintain focus on quality work under stress.
• Adherence to customer standard operating procedures and professional grooming standards.
• Highly motivated, efficient, and productive team player.

Benefits

• A challenging, innovating environment.
• Opportunities for learning where needed.