Desktop Support Agent

Iron Mountain•Royersford, PA

About The Position

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Job Summary Iron Mountain is seeking a highly motivated and skilled Tier 2 Desktop Support Technician to join our dynamic IT team. In this role, you'll be the go-to expert for resolving technical issues and ensuring a seamless experience for our end-users. You'll be responsible for providing hands-on and remote support for a wide range of hardware, software, and applications. If you're a problem-solver with a passion for technology and excellent customer service, we want to hear from you!

Requirements

Strong communication, collaboration, and problem-solving skills, with a track record of delivering production-grade systems in a team environment.
A motivated individual who learns quickly, and can engage others to accelerate technical solutions.
3-5 years of experience working with similar skills

Nice To Haves

ITIL certification(s) such as ITIL Foundation or higher.

Responsibilities

Provide Advanced Technical Support: Deliver Tier 2 support for all IT-related incidents and requests, including troubleshooting and resolving issues with Windows and Mac operating systems, desktop applications, and peripheral devices.
Hardware and Device Management: Install, upgrade, and troubleshoot hardware such as desktops, laptops, printers, mobile devices, and video conferencing equipment. You'll also perform preventative maintenance and manage device life cycles.
Incident and Request Resolution: Take ownership of support tickets escalated from our Helpdesk, perform detailed diagnoses, and schedule repair or maintenance activities. You'll be expected to use our IT service management tool, ServiceNow, to accurately document all actions and resolutions.
Vendor and Warranty Coordination: Coordinate with third-party vendors and OEMs to resolve warranty claims and facilitate repairs. You'll use manufacturer warranties and reseller policies to manage and limit repair costs.
Software and Application Support: Install, configure, and troubleshoot standard Iron Mountain software, including Google Suite, Okta, VPN, Adobe, and Microsoft products. You will also assist users with data restoration from backup media and manage security tools like BitLocker and antivirus software.
Asset Management: Maintain a comprehensive and accurate inventory of all IT equipment, especially laptops, using an asset management system. This includes tracking serial numbers, model information, and user assignments.
Procurement and Receiving: Coordinate with vendors to procure new laptops and related equipment. This involves receiving shipments, verifying contents against purchase orders, and logging new assets into the inventory system.
Deployment and Provisioning: Prepare and configure laptops for new hires and existing employees. This includes imaging devices with the standard company software, installing necessary applications, and ensuring all security protocols are in place before deployment.
Documentation and Procedures: Adhere to all established Standard Operating Procedures (SOPs) and technical runbooks. You will contribute to our knowledge base to help streamline future issue resolution.
Remote and On-Site Support: Provide technical support for our remote office locations and assist with support for special planned events as needed.