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Desktop Support Technician Level 2
3 months ago
Desktop Support Technician Level 2
The Desktop Support position provides technical assistance to a large and varied end-user population on-site and remote. This role will interface with executives, power users, novice computer users, and everything in between. Support responsibilities include desktops, laptops, tablets, smartphones, printers, video conferencing, audio conferencing, software, and user training. This role requires excellent prioritization, responsiveness, customer service, and verbal communication skills. Excellent attendance and punctuality are required. The goal is to create value for clients that will help preserve the organization's reputation and business.
Primary Responsibilities:
- Handle Tier 1,2, & 3 help desk escalations through tickets or phone
- Skilled in desktop support handling in Windows and MAC environments.
- Some SCCM Knowledge. i.e. Manage Patching in SCCM for Desktops, troubleshoot on problematic machines. Reinstall SCCM agent and redeploy packages with Admin support.
- Installation and maintenance of Windows and Mac OS.
- Troubleshooting all the issues related to Hardware, Desktop & Laptop Networking (Wired and Wireless) & Software on Windows OS and MAC OS.
- Installation, configuration and troubleshooting of Desktop applications and tools.
- Technical knowledge of Desktop and Laptop hardware.
- Configuring and troubleshooting Office365 suite, Adobe, Zoom and applications part of our standard image
- Understanding of Files and folder permissions.
- Printer installation & troubleshooting problems.
- Configuring and managing different types of scanners.
- Configuring and managing different types of network printers, scanners and peripheral devices.
- Ability to travel to client sites in the five boroughs as needed.
- Resolving problems related to LAN connectivity.Experience in working on IT Service Management Tools like ServiceNow
- Take ownership and responsibility of queries, issues, and problems assigned to the Desktop Site Support team.
- Work with vendor support contacts, Service Desk Level 1, and Desktop Engineer Level 3 teams to resolve technical issues within the desktop environment.
Desired Skills:
- Route assign tickets to the appropriate support group if necessary.
- Identifying and escalating high-priority, high-severity issues.
- Updating pending tickets with timely, precise, and accurate updates
- Following up with end users & support groups, if necessary, for closure of pending tickets
- Ability to provide excellent customer service
- Communicate with staff or clients to understand specific system requirements.
- Analyze requirements and develop design concepts or changes.
- Document design specifications, installation instructions, and other system-related information.
- Verify stability, interoperability, portability, security, or scalability of system architecture.
- Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components.
- Provide technical guidance or support for the development or troubleshooting of systems.
- Identify system data, hardware, or software components required to meet user needs.
- Provide guidelines for implementing secure systems to customers or installation teams.
- Monitor system operation to detect potential problems.
Minimal Education:
- Bachelor's Degree in Computer Science or Associate Degree plus two years of technical support experience or at least four years of technical support experience
In addition to the attached JD we would like someone that has any experience with Linux OS as well.
The hiring details are as follows:
- On-site
- Contract to Hire (6-month minimum evaluation period)
- US Residents and green card holders
- Reports to Lead Engineer and Desktop Support Manager
- Multiple interviews are required (Initial will be video, subsequent interviews will be in-person)
ATD Technology, LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties' financial and technical goals. ATD is a full service provider with offerings in Contract, Permanent and Temp-to-Perm staffing solutions. We serve Fortune 1000, mid cap and small cap companies in the Commercial, Public and Government sectors.
