IT Support Specialist

2 weeks ago

Indianapolis, Indiana, United States Compunnel Inc. Full time

Position: Desktop Support Technician

Company: Compunnel Inc.

Job Overview:

As a Desktop Support Technician, you will be responsible for delivering exceptional technical assistance and support to end users. Your role will encompass a variety of tasks aimed at ensuring the smooth operation of desktop environments and client assets.

Key Responsibilities:

  • Deliver comprehensive service delivery including IMAC (Install, Move, Add, Change), Break Fix, and Desk Side Support, adhering to established Managed Client Policies.
  • Collaborate with end users to set expectations and availability for service execution.
  • Conduct troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client devices such as desktops, laptops, and printers.
  • Proactively identify potential issues that may affect user experience and implement necessary action steps.
  • Aim to meet all Service Level Agreements (SLAs) and customer satisfaction objectives.
  • Escalate significant issues to the Desktop Support Lead that may impact end users or overall operations.
  • Act as a foundational role to enhance both technical and customer service skills, paving the way for advancement into more complex field service positions.
  • Perform basic installation and maintenance of technical products while following predefined procedures.
  • Engage in regular reviews of work by senior technical specialists to ensure quality standards.
  • Assess, troubleshoot, and validate the operational quality of desktops, laptops, printers, and related peripherals.
  • Diagnose and resolve product performance issues effectively.
  • Provide maintenance and repair services while ensuring customer satisfaction through preventive maintenance advice.
  • Instruct users on the operation and upkeep of their systems.
  • Possess a comprehensive understanding of policies and procedures relevant to the work area.
  • Exercise discretion and independent judgment in non-routine matters, while primarily focusing on routine tasks.
  • Be available to respond to calls outside of regular business hours as directed.
  • Physical Requirements: Ability to lift and transport technology hardware weighing up to 50 lbs within various environments.

Qualifications:

  • Minimum of 2 years of experience in desktop or technical support.
  • Proficient in Active Directory.

Preferred Skills:

  • A+ certification or equivalent skill set is highly desirable; additional certifications for various hardware platforms are advantageous.
  • Experience in a manufacturing setting is beneficial.
  • Familiarity with fundamental networking concepts such as TCP/IP, DNS, routing, switching, subnetting, and firewalls.
  • Experience with Smart Hands Support, SCCM, ServiceNow, and Ring Central (VOIP) is preferred.
  • Strong knowledge of the Windows 10 operating system environment.
  • Demonstrated professional client service skills.
  • Ability to perform essential job functions with or without reasonable accommodations.
  • A High School Diploma or equivalent is required; an undergraduate degree or some college coursework is preferred.

We look forward to your interest in this opportunity.

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