Desktop Support Tech (932)

CDI PRODUCTS LLC•Humble, TX

3d•Onsite

About The Position

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on appropriate action.

Requirements

Relevant certifications (CompTIA A+, Network +, Microsoft Certified Desktop Support Technician).
Proven experience as a Desktop Support Technician or in a similar IT support role.
Strong knowledge of desktop operating systems (Windows, macOS, Linux, etc.) and common software applications (Microsoft Office, email, etc.).
Experience with computer hardware setup, configuration, and troubleshooting.
Familiarity with network configurations and troubleshooting.
Excellent problem-solving and troubleshooting skills.
Strong communication skills and the ability to interact with users at all levels.
Ability to prioritize tasks and manage time effectively.
Ability to work independently and as part of a team.
Experience with remote desktop support tools.
Knowledge of security best practice for desktop systems.
Experience with Active Directory, Group Policy, and VPN solutions.
Knowledge of cloud platforms (e.g., Office 365, Oracle Cloud).
Understanding basic IT networking concepts (TCP/IP, DNS, DHCP, VPN).

Nice To Haves

Prior experience with helpdesk ticketing systems (e.g., Autotask, Zendesk, ServiceNow, Freshdesk) is a plus.
Strong oral and written communication skills
Strong learning skills
Customer service oriented
Problem analysis
Problem-solving
Adaptability
Ability to work and collaborate within a team
Planning and organizing
Attention to detail
Ability to multitask and work in a high-paced manufacturing environment.

Responsibilities

Provide technical support to end users for desktop hardware, software, and peripherals.
Diagnose and resolve technical issues related to desktop systems, applications, and network connectivity in a Windows 10/11 environment.
Install, configure, and maintain desktop hardware and software systems.
Troubleshoot and resolve issues with printers, scanners, and other office equipment.
Respond to support tickets and resolve issues in a timely and professional manner.
Maintain accurate records of support requests and resolutions in a ticketing system.
Collaborate with other IT team members to resolve complex technical issues.
Escalate unresolved issues to higher-level support or IT teams.
Assist with onboarding new employees, including setting up desktops, user accounts, and necessary software.
Provide remote and on-site technical support and walk users through step-by-step solutions.
Provide training and guidance to staff on the effective use of software and IT resources.
Perform system updates and software patches to ensure optimal performance and security.
Provide excellent customer service and ensure a positive user experience.
Contribute to continuous improvement by identifying trends in recurring issues and recommending solutions.