Desktop Support Technician
About The Position
Our client is currently looking for a Desktop Support Specialist that will provide reliable, high-quality desktop support services for their 100+ field offices nationwide. This person will work predominantly on site in Syracuse, NY. All applicants must be comfortable working on site in Syracuse, NY. THIS IS NOT A REMOTE POSITION. The ideal candidate for this position is a reliable, adaptable, thought-leading IT Desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate excellent customer service relationships with a focus on collaboration and direct communication with end users and peers. This position also will work as needed with other initiatives, possibly including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.
Requirements
- Experience as a desktop support technician or equivalent
- Troubleshooting workstation/user accounts with Active Directory/Entra ID, Azure MFA, Intune, SCCM
- Experience performing software installation, diagnostic and upgrades
- Hardware troubleshooting skillset across laptops desktops tablets printers and more
- Excellent vertical and lateral thinking
- Time management skills
- Clear written and verbal communication
- Customer first mindset and strong customer service skills
- Experience with incident management/ticketing system (ServiceNow preferred)
- Ability and willingness to quickly learn and adapt to new technology and processes
Nice To Haves
- IT Certifications and other educational achievements are preferred but not required to apply!
Responsibilities
- Troubleshoot issues with PCs, monitors, printers, and other related IT equipment
- Coordinate with smart hands vendor to provide on site support and hardware repair at remote locations.
- Providing direction to onsite tech by outlining the problem and what is expected of the tech while onsite
- Collecting and analyzing photos and data provided by the technician
- Driving the solution and ensuring that the issue is completely resolved
- Image, prep, ship and track laptops and desktops and accessories
- Maintain asset inventory of devices throughout their lifecycle
- Maintain incident & task tickets in ServiceNow adhering to defined SLAs
- Provide exceptional service to all users both in person and remote
- Create and update knowledge base articles and documentation used by the team and technical service desk
- Partner with various teams within IT and other departments to solve cross functional issues
- Provide training and assistance to users as needed
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
