Desktop Support Engineer

TEKsystems•San Diego, CA

8d•$25 - $32•Hybrid

About The Position

The IT Desktop Support Technician is an important member of the IT Infrastructure team. 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.

Requirements

Microsoft Windows Operating Systems including M365 Support
Strong Customer Service techniques in an IT environment
ITIL framework
IT Service Management Software (i.e., ServiceNow)
Proficient in IT procurement processes and procedures
Strong Incident skills and troubleshooting techniques
Exceptional work ethic and time management skills
Ability to work well independently and/or as part of a team
Strong communication skills and a commitment to customer service at the executive level
Ability to travel 10% of the time, and on short notice
Participate in after hours on call rotation as necessary for problem resolution, and project management/installations
Windows 10
Troubleshooting
Active directory
microsoft office
AV
Deployment
Imaging
Customer service
Technical support
Windows
mac

Nice To Haves

An associate or bachelors 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.

Responsibilities

Taking initial telephone or service ticket inquiries and troubleshooting or managing end user hardware, software, or network problems
Responsible for executive level desktop support, requiring a higher level of service
Utilizing Active Directory for user management and assigning users to Group Policy Objects
Responding to and supporting the resolution of server and network issues with Tier 3 support
Provide 1st level client support through our help desk ticketing system
Recognizing and escalating more difficult problems to Tier 3 support
Supporting a Microsoft Windows environment, including the windows stack, Active Directory, and hosted M365
Use Remote Monitoring tools and call tracking to log and route tickets
Imaging and Deploying Desktops and Laptops for end users
Creating and maintaining client-related documentation
Actively participating as a strategic member of the technology team, including participating in team meetings, and providing onsite support for remote IT Engineers
Participate in the maintenance, updates, planning and installation of client computers and application software
Participate in working with the business to build automated workflows that are repetitive, replicable, and comprehensive, through continuous improvement of our processes
Assist the CEG compliance and cybersecurity teams to align processes with regulatory requirements
Facilitate the deployment of new client computer systems and application integration to support business needs
Assist 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 possible
Assist in the development and maintenance of proper processes, procedures, and system documentation according to industry best practices and regulatory requirements