Desktop Support Technician I

About the position

AmTrust Financial is currently seeking a talented individual to fill a role as Desktop Support Technician. The Desktop Support Technician will report to the Director, IT End User Services. The Desktop Support Technician is part of a team responsible for supporting a multitude of IT related issues that range from desktops, laptops, network, telecom, video conferencing, VoIP, mobility and server or infrastructure problems. The position is also a member of a global remote support team working to diagnose, resolve, and respond to IT incidents in a fast-paced environment.

Responsibilities

• Provide high quality, service focused support, in person, by phone or email with both onsite and remote end users.
• Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
• Follow up with customers to ensure their technology needs are being met and issues are resolved.
• Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance.
• Provide desktop/laptop break/fix/maintenance support.
• Provide support to growing mobility platforms (iOS, Android, MacOS and Windows based platforms).
• Document incidents, problems and requests in the company ticketing system (ServiceNow).
• Ensures detailed work notes are documented with every ServiceNow ticket.
• Escalate critical incidents to Management as needed.
• Perform regular stock room audits to assist the IT Asset Management team.
• Day-to-day-operational activities associated with shipping and receiving of IT hardware.
• Work independently while simultaneously being a collaborative team member striving for team success.
• Follow standard operating procedures around process and documentation.
• Minimal travel required.
• Keeps current with market trends and demands.
• Performs other functionally related duties as assigned.
• May be required to work overtime as assigned.

Requirements

• Associates degree: proven industry experience will be acceptable in lieu of degree.
• 2-3 years of experience in IT Desktop Support with a focus on end user facing services.
• A+ Certification highly desirable.
• Experience with Windows 10.
• Knowledgeable in Microsoft Office Applications.
• Working knowledge with Help Desk ticketing systems such as ServiceNow.

Nice-to-haves

• Hands on experience with Adobe Acrobat, VPN Clients, Cisco Jabber.
• Troubleshoot and installation of Laptops/PC, printers, and copiers.
• Experience working with Active Directory.
• Basic Networking (TCP/IP).
• Cisco Phones and Soft Phones.
• Microsoft MCP (Microsoft Certifications).

Benefits

• Medical & Dental Plans.
• Life Insurance, including eligible spouses & children.
• Health Care Flexible Spending.
• Dependent Care.
• 401k Savings Plans.
• Paid Time Off.