Sr. Desktop Technician

Elevate•Addison, TX

19h

About The Position

General Summary The Sr Technician (Desktop Support) provides all tiers of technical support, including first response triage, incident tickets, problem tickets, and service requests. This role performs analytical, technical, and administrative work in the installation and maintenance of new and existing hardware and software. They confer with end users to determine the types of required hardware, software, and connectivity are needed. The Senior technician also helps with the vetting and onboarding of new hardware and software, maintains and reviews documentation to ensure accuracy and validity. This person trains/mentors end users and other technical staff in use of equipment and software. Essential Functions Troubleshoot, diagnose, and resolve hardware and software issues for end users. Document, track, and monitor problems to ensure timely resolution. Install, configure, and maintain PC hardware and software for the company’s end user computing environment. Image PC desktops and laptops using an enterprise imaging solution. Maintain inventory database, assign hardware and software assets, and manage warranty and service agreement information. Maintain team and end user documentation (ie Knowledge base, Self Service) Receive and compile support requests by phone, e-mail, and ticketing systems. Support all corporate hardware and software Understands and can troubleshoot desktop group policy issues. Understands desktop gold image creation process and can assist with design and deployment of desktop gold image. Work with vendors to troubleshoot problems with hardware and software. Expand technical knowledge in the desktop computing discipline.

Requirements

4 years hands-on desktop support experience in a medium to large Microsoft environment
Microsoft Certified Solutions Associate (MCSA): Configuring Windows 10a plus
Strong understanding of Microsoft platforms including Windows 10 operating system and Office 365 suite
Functional knowledge of LAN/WAN and tiered application architecture
Knowledge of Microsoft System Center Configuration Manager (SCCM) / Endpoint Manager or comparable enterprise desktop imaging and software deployment platforms
Strong understanding of Windows-based PC hardware, software, peripherals as well as some knowledge of Mac OS-based hardware
Knowledge of desktop virtualization concepts and technologies, especially Citrix
Experience with VOIP desktop client support and administration
Communicates clearly and in an understandable manner with a wide range of people such as executives, managers, customers, and vendors
Demonstrated analytical and problem-solving skills
Ability to work independently, organize, and prioritize several projects and tasks at one time
Flexibility to work non-standard work hours, days, and weekends
Must be detail-oriented, security conscious, and proficient in troubleshooting
Ability to work and communicate effectively in a team environment
Comfortable and effective in a fast-pace environment, working across multiple projects simultaneously
Must have the desire to work on new, innovative, cutting-edge technologies

Responsibilities

Troubleshoot, diagnose, and resolve hardware and software issues for end users.
Document, track, and monitor problems to ensure timely resolution.
Install, configure, and maintain PC hardware and software for the company’s end user computing environment.
Image PC desktops and laptops using an enterprise imaging solution.
Maintain inventory database, assign hardware and software assets, and manage warranty and service agreement information.
Maintain team and end user documentation (ie Knowledge base, Self Service)
Receive and compile support requests by phone, e-mail, and ticketing systems.
Support all corporate hardware and software
Understands and can troubleshoot desktop group policy issues.
Understands desktop gold image creation process and can assist with design and deployment of desktop gold image.
Work with vendors to troubleshoot problems with hardware and software.
Expand technical knowledge in the desktop computing discipline.