Desktop Support Technician

YUM! Brands, Inc.•Plano, TX

61d

About The Position

Are you a self-starter with a passion for providing exceptional support? We have an outstanding opportunity for you to grow within a renowned organization. Join our Support Services Delivery team and make a significant impact by offering top-tier PC/Mac support. In this critical role, you will troubleshoot, analyze, and resolve incidents affecting the computers of all Global Yum! Brands, Inc. team members, ensuring exceptional customer experience. You will be part of the second line of PC/Mac support, with additional responsibilities that include administrative Network and Video Conferencing support. This role also involves training and testing innovative technologies to enhance team productivity and efficiency. Provision, install, troubleshoot/analyze, repair, and upgrade computers using standard systems analysis techniques and procedures. Including modification Windows OS registry entries and macOS PLIST files, among other OS files.

Requirements

2+ years of experience providing technical support for a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone.)
Basic knowledge of network troubleshooting skills.
Excellent communication skills with clients.
Able to work flexible hours including being on call.
Ability to lift up to 30 lbs.

Nice To Haves

CompTIA A+ Certified.
1 year of experience with the macOS operating system.
Preference for appropriate Microsoft Certification(s) or equivalent experience including:
Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST
Role Based: Microsoft Certified: Azure Administrator Associate
Microsoft 365 Certified: Modern Desktop Administrator Associate
Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including:
Apple Certified IT Professional
Apple Certified Support Professional
Jamf Certified Expert
Jamf Certified Admin
Jamf Certified Tech
Jamf Certified Associate
BS/BA in a technical area (CS, Math, Engineering) or equivalent experience.

Responsibilities

Provision, install, troubleshoot/analyze, repair, and upgrade computers using standard systems analysis techniques and procedures. Including modification Windows OS registry entries and macOS PLIST files, among other OS files.
Build relationships with other on-site technicians as well as provide positive customer experience with each customer interaction, 800+ users. Includes consulting with users on specific software/hardware required to fit their business needs.
Knowledge of video conferencing tools (Microsoft Teams, Zoom, Webex, etc.)
Resolve, escalate, and document ServiceNow Incidents and Tasks in a timely manner.
Ability to work across multiple support/strategy teams to resolve escalated issues.
Create and maintain IT documentation of processes and procedures to test, analyze, and resolve issues in a timely and efficient manner.

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