Desktop Support Technician

TEKsystems•Ocoee, FL

3d•$26 - $30•Onsite

About The Position

The IT Desktop Support (Advanced) position is responsible for providing expert level technical support, managing complex IT issues, and ensuring the stability and security of end user computing environments. This role involves advanced troubleshooting, IT infrastructure support, process automation, and mentoring junior IT staff.

Requirements

High school diploma or equivalent; additional certifications or relevant education is a plus.
IT Enterprise experience is preferred
Minimum two years’ experience in customer service and quality assurance.
Previous experience using a ticketing system that manages support requests and monitoring trends.
Experience with scripting and automation.
Ability to manage multiple priorities and work independently or as part of a team
Capacity to perform in high-pressure situations, with strong organizational and time management skills
Excellent problem-solving and communication skills.
Strong technical troubleshooting skills with hardware and software issues.
Understanding help desk processes and service management principles.
Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday.
Ability to lift up to 50 pounds
Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.
3 - 5 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Responsibilities

Mentor Junior IT Staff and provide end-user training on new technologies
Assist in File restores
Work with IT Infrastructure for basic network status and port activation
Escalate and collaborate with IT Team lead on critical incidents
Diagnose and resolve high level technical issues related to hardware, software, and network infrastructure
Assists in coordinating and escalation of audiovisual setups and video conferencing support
Virtual Meeting Applications knowledge preferred (MS Teams, Cisco Webex, Zoom, GoTo, etc.)
Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)
Manage and remediate workstations with security vulnerabilities via Microsoft Endpoint Configuration Manager (MECM), and Qualys
Participate in after-hours (evening & weekend) on-call rotation
Manage or support IT projects, ensuring successful implementation, timely delivery, and alignment with business objectives
Contribute to and finalize internal documentation, ensuring processes are clearly outlined for future reference by IT staff
Travel to remote locations to provide support, as needed
Perform other duties as assigned