Desktop Support

TEKsystems•Austin, TX

1d•$25 - $30•Onsite

About The Position

The Desktop Tech is responsible for providing Level 2 hardware and software support to 1500+ desktop PC’s, laptops, and peripherals, and troubleshot reported issues involving MS Office functions, Windows2000/XP, Virus/Spy ware, and standard applications in multiple locations while meeting defined service level agreements and adhere to and promote Desktop Standards. Participate in special projects such as equipment moves, repair/ maintenance of network printers and Personal computers. Document daily tasks in time tracking system. Document trouble-shooting procedures to be used by fellow technicians.

Requirements

Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
2+ years of Tech Support experience including supporting Windows and Mac
Experience with workstation setup, refreshes, conference room support, networking, and other related duties
Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.
Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
Strong communication skills and collaborative attitude are key attributes for this role.
An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.
Desktop
Troubleshooting
ITIL Process Knowledge
Understanding of change, incident, and problem management frameworks.
Cross-Functional Collaboration
Experience partnering with teams like Active Directory, Messaging, Networking, and Security.
Automation & Knowledge Base Contribution
Interest or experience in driving automation and writing KB articles to reduce service desk volume.
Mac/Apple OS Support
While Windows support is core, Mac support is a valuable differentiator.
Conference Room & Remote Support
Familiarity with AV setups and remote user support including VPN and mobile device management.

Responsibilities

Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
Reimage computers/hard drives in accordance with standards.
Perform Move, Add, and Change functions including installation and decommission.
Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
Configures and supports remote users including VPN client and connectivity.
Provides customer training and knowledge documentation.
Complies with and supports ITIL change-incident-problem management processes and work instructions.
Troubleshoots incidents and fulfills requests within established SLAs.
Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and high-level support.
Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
Perform asset inventory activities as needed.
Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.