Desktop Support II
AmeriLife•Clearwater, FL
20h
About The Position
As a Desktop Support Analyst II, you’ll play a critical role in keeping our workforce connected and productive. You’ll provide hands-on and remote support for desktops, laptops, mobile devices, and peripherals, troubleshooting hardware and software issues in both Windows and macOS environments. This role is perfect for a tech-savvy professional who thrives on solving problems, delivering excellent customer service, and collaborating with IT teams to enhance system performance.
Requirements
- Degree in Computer Information Technology (preferred) or equivalent experience.
- 4+ years of IT support experience, preferably in an enterprise environment with 500+ users.
- Strong expertise in Windows and macOS operating systems.
- Hands-on experience with PC hardware, software installation, and troubleshooting.
- Familiarity with enterprise IT tools, remote troubleshooting, and network fundamentals.
- Problem-solving mindset with the ability to troubleshoot complex issues.
- Excellent verbal and written communication skills, able to explain technical concepts to non-technical users.
- Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment.
Responsibilities
- Provide Level I & II support, troubleshooting hardware, software, and connectivity issues for end-users.
- Manage and resolve technical incidents and service requests through in-person, phone, and remote support.
- Ensure timely resolution of issues, meeting SLAs and performance metrics.
- Support deployments, moves, adds, and changes, ensuring smooth system rollouts.
- Utilize imaging software like SCCM for system configuration and deployment.
- Maintain and troubleshoot Windows, macOS, and peripheral devices to minimize downtime.
- Assist remote employees with connectivity tools and remote access solutions.
- Collaborate with service desk, network, and IT teams to resolve complex technical issues.
- Apply software updates, patches, and security enhancements to maintain system integrity.
- Deliver exceptional customer service, ensuring a seamless user experience.
- Identify and suggest process improvements to enhance IT efficiency and user satisfaction.
Benefits
- A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
