IT Desktop Support Technician

DivIHN Integration•Hickory, NC

3d•Onsite

About The Position

The IT Desktop Support Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and remotely. The candidate will possess an aptitude for working with Microsoft-based applications (including Office suites) with emphasis on. 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, and any other duties assigned at the direction of their Supervisor.

Requirements

Associate’s degree in IT related field or equivalent experience
Proficient in time management and task prioritization
Advanced Level of English Language
Effective organization and planning skills, with ability to handle changing priorities
Excellent communication and interpersonal skills
Must be a self-starter, able to work in team environment and motivate others

Nice To Haves

Hardware/software installation, troubleshooting and support
Basic smart hands (network configuration) knowledge
Active Directory administration
Experience imaging and working with deployment server(s)
Basic knowledge management

Responsibilities

Active Directory Administration
Limited support for corporate mobile devices
Familiarity with cloud applications (Box, Office365, etc.)
Troubleshooting Cisco VPN connectivity
Remediating/minimizing anti-virus threats
Remote connection/utilization
Imaging and deployment server utilization
Asset lifecycle management skills
Various browser support (IE, Chrome, Safari, etc.)
Installation/configuration of various Adobe products
Installation/configuration of Check Point endpoint client software
Printer/driver troubleshooting & installation
IPT based Telephony Device Management
ServiceNow (ticket management) utilization
Deployment, configuration and support of standard IP telephony
Hardware ordering and inventory management
Limited support for Mac OS and hardware
Documentation (records) management
On-boarding (Training) of new hires
Conference room support
Vendor engagement (as needed)
Project interaction/participation
Customer scheduling/follow-ups
End user equipment moves (disconnect/reconnect)
Cross-team interaction and collaboration
Standard device imaging via USB/PXE server(s)
Smart-Hands tasks/functions outside of standard operational work
Meeting Support: Works across the media team, corporate events, and IT for meeting support and problem resolution.
Performs testing, monitoring, analysis, diagnosis, and resolution of performance, technology, and process related problems.
Troubleshoots issues and engaging/assigning to the correct Team/Assignment Group
Knowledge of conference room audio and display devices
Smart Hands: Infrastructure cross connect installation – patching cables
Remote server reboot
Moving/installing IT equipment within your space and cabinets – rack, stack, cable and work with Vendor or Network Team to go live
IT hardware installations
Client IT supported equipment component removal and installation
Physical server and network gear reboot
Power cycling IT Equipment
Onsite/offsite technical assistance and troubleshooting
Providing remote console access
Escort IT Vendors for other IT Teams (where permitted)
Procurement of IT goods and services
Receiving/shipping of IT goods
Ensures discreet handling of all business and maintains the highest level of confidentiality
Prioritizes duties and works on several tasks simultaneously
Demonstrates flexibility and willingness to change priorities at a moment’s notice