Desktop Support Technician

TEKsystems•York, PA

2d•Onsite

About The Position

The Desktop Support Technician will be responsible for handling service requests and issues, communicating with users, optimizing IT services, and performing administrative tasks. This role involves providing technical assistance for computer systems, hardware, and software, ensuring excellent customer service, and contributing to the improvement of IT procedures. The technician will also be involved in preparing equipment for deployment and maintaining technical documentation.

Requirements

3 years or more years of Helpdesk/Desktop and customer support experience
Familiarity with ITIL foundations

Nice To Haves

Service Now experience is a huge plus
Experience using IT tracking and ticketing systems (Service Now, Remedy, etc) preferred
Experience with a variety of IT and Help Desk technologies, to include, VPNs, VMware, Microsoft Office 365 products, antivirus software, networking concepts, data backup and recovery, Exchange, Active Directory, Windows, etc preferred.
Technical certifications that demonstrate advancing knowledge of our systems/services (A+, Network+, Security+, MCP, IAT or other cyber security certifications, etc) preferred
Experience working with life safety monitoring systems preferred

Responsibilities

Monitor and respond quickly and effectively to requests received through the IT helpdesk
Serve as the contact with users who need technical assistance via in person, phone, chat or email
Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
Categorize and record reported queries and provide solutions
Provide technical guidance to users on appropriate action(s) to take
Identify and escalate situations requiring urgent attention
Monitor issues from start to resolution
Follow up with users to ensure completion and resolution of issues
Provide quick resolution and excellent customer service, both on-site and remotely
Provide needed information on IT products or services
Work through the problem-solving process with customers
Inform management of recurring problems
Stay current with system information, changes, and updates
Write, edit, and revise training manuals for new and revised software and hardware
Provide feedback on processes and make recommendations on areas for improvement
Provide feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Track and route problems and requests and document resolutions in Service Now
Clean up computers & other devices to prepare them for deployment
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Document internal procedures
Train other staff members on troubleshooting and diagnosing problems
Other project work as necessary
Ability to perform RCA post-mortem write-ups as ebriefs for shared learning