IT Desktop Support Technician

DivIHN Integration•Canton, NY

3d•Onsite

About The Position

The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and (at times) remotely at a manufacturing facility in the Canton NY (USA). This position requires the candidate to be available for on call 24/7 coverage. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016/O365). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes. Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. The Corporate Field Services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

Requirements

Windows 7/10 and MS Office suites (2010/2013/2016/O365) proficiency
Ability to rely on internal training, previous knowledge, and informed judgment
Ability to meet key performance indicators, priority matrix comprehension/adherence, SLA, and customer service expectations
Ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person
Excellent communication skills
Prompt time-to-resolution/fulfillment
Technical knowledge
Organizational skills
Multitasking abilities
U.S. Citizens only

Nice To Haves

Associates Degree OR 3-5 years IT experience
Hardware Experience (beyond imaging/deployment)
CompTIA IT Fundamentals
CompTIA A+
CompTIA Cloud+
CompTIA Mobility+
CompTIA Network+
CompTIA Server+

Responsibilities

Active Directory Administration
Limited support for corporate mobile devices
Familiarity with cloud applications (OneDrive, Office365, etc.)
Troubleshooting Cisco VPN connectivity
Familiarity supporting Citrix connectivity
Remediating Symantec Endpoint Protection
Dameware remote connection/utilization
Altiris Deployment server utilization
Asset management skills
Microsoft Edge and various browser(s) support
Installation/configuration of various Adobe products
Installation/configuration of Check Point endpoint client software
Conference Room equipment
Printer/driver troubleshooting & installation
ServiceNow utilization
Cisco WebEx service support
Deployment/configuration of standard IP telephony
Hardware ordering/deployment
Documentation (records) management
Knowledge base utilization
Project interaction
Customer scheduling/follow-ups
End user equipment moves (disconnect/reconnect)
Multi-team interaction and/or technical roundtable participation
Standard device imaging via USB/PXE server(s)
Smart-Hands tasks/functions outside of standard operational work
Provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and remotely.
Identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
Provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
Interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person.
Take ownership of follow up status and communicate progress regularly to both customers and leadership.
Restore service, NOT root cause analysis.