Desktop Support Technician (2nd Shift)

TEKsystems•New York, NY

8d•$22 - $25•Onsite

About The Position

The Desktop Support Technician (2nd Shift) role involves providing technical support for end-user devices and infrastructure. Key responsibilities include computer imaging, upgrades, PC and printer deployment, Windows 11 upgrades, Wyse terminal setup, and MDM migrations (Intune). The position requires strong customer service skills, the ability to communicate technical information effectively to end-users, and provide one-on-one training. The technician will also perform technical tasks such as analyzing system failures, performing diagnostic checks, ensuring adherence to security policies, and supporting various hardware and software, including PDAs, Macintosh, PCs, printers, LAN, AV, video conferencing, and telephones. A significant part of the role involves managing and resolving tickets within the Front Range system, documenting actions, and ensuring timely closure of issues. The technician will also assist with small projects and the implementation of new software, hardware, systems, servers, and networks.

Requirements

Desktop support experience.
Windows 11 experience.
Hardware troubleshooting.
Software troubleshooting.
Active Directory.
Customer service skills.
Imaging experience.
Deployment experience.
Technical support experience.
Office 365 experience.
Printer support experience.
Windows 10 experience.
Ability to work in a fast paced, team oriented environment.

Nice To Haves

Healthcare experience is a nice to have.
A+ Certification is a plus.

Responsibilities

Computer imaging and upgrades.
PC’s and printer deployment.
Windows 11 upgrades.
Wyse terminal setup and configuration.
MDM migrations (Intune).
Clinical software installations.
Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion.
Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures.
Provide exemplary customer service across all levels of the organization; embrace a “never-say-no” attitude when addressing customer issues.
Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
Critically analyze system failures and quickly determine remedies so as to provide for smooth workflow for daily staff activities.
Perform checkpoint rounds throughout the environment to ensure all equipment is operational.
Ensure that electronic and physical security policies for computers, data, and IT infrastructure are adhered to.
Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDA's, PCs - Macintosh, PC/Workstation, printers, LAN, AV, Video conferencing, telephone.
Responsible to solve typical software and hardware problems and malfunctions on these systems.
Act as a technical resource to clients in making hardware and software acquisition recommendations.
Perform pro-active diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
Monitor the assigned desktop queue(s) in the Front Range ticket system.
Log real time written journal entries documenting actions taken on all ticket requests.
Close tickets within established service levels.
Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.
Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.
Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc.
Responsible to resolve specified number of tickets per day.
Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices.
Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.