IT Support Technician

2 weeks ago


Columbus, Ohio, United States CBTS Full time

Company Overview:

CBTS is dedicated to providing exceptional technology solutions and support to our clients.

Position Overview:

We are seeking a skilled Desktop Support Specialist to enhance our team in delivering outstanding support for end-user computing assets.

Key Responsibilities:

  • Assist employees with all facets of End-User computing digital assets, including Laptops, Desktops, Printers, Mobile Devices, and software.
  • Foster a positive customer support experience and cultivate strong relationships with users.
  • Communicate effectively regarding progress and maintain a professional demeanor with customers.
  • Provide advanced troubleshooting support for complex incidents that junior team members cannot resolve.
  • Document solutions to problems and mentor junior team members as a senior team member.
  • Prioritize, communicate, triage, and resolve issues efficiently.
  • Deliver 2nd level technical support for incidents requiring assistance beyond the Service Desk, both in-person and remotely.
  • Maintain accurate asset and software inventory records.
  • Engage relevant IT resources and teams to address incidents outside of their scope.
  • Analyze logs from various Microsoft applications to troubleshoot user issues.
  • Resolve VPN and MFA-related challenges.
  • Contribute to process improvements and enhancements.
  • Image, configure, and deploy computers as needed.
  • Install and troubleshoot software and hardware components.
  • Log incidents within the designated ticketing system.
  • Support IT project implementations and perform additional job-related duties as assigned.
  • Rebuild Windows profiles when necessary.
  • Assist with PC replacement programs and emergency exchanges.
  • Troubleshoot network-related issues effectively.
  • Administer access to various applications.
  • Maintain confidentiality regarding all communications, documents, and data.

Qualifications:

  • Minimum of 5 years of experience in deploying MS Windows desktop operating systems.
  • At least 5 years of experience with Ivanti or similar software distribution tools.
  • Proficient in Windows 10 desktop operating systems deployment and support.
  • Experience with ITSM systems such as ServiceNow is essential.
  • Ability to quickly assess issues and identify effective solutions.
  • Understanding of desktop group policy objects (GPO).
  • Knowledge of workstation re-imaging processes.
  • Experience in providing remote support.
  • Strong conflict resolution and management skills.
  • Working knowledge of Microsoft operating systems and applications.
  • Experience with software distribution and patch management tools.
  • Commitment to delivering excellent customer service.

CBTS is an equal opportunity employer, committed to diversity and inclusion in the workplace.


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