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IT Support Technician

2 months ago

Atlanta, Georgia, United States ACL Digital Full time

Job Title: Desktop Support Specialist

Company: ACL Digital

Job Overview

As a Desktop Support Specialist, you will play a crucial role in delivering technical assistance to end-users, addressing issues related to hardware, software, and network connectivity. Your primary focus will be on diagnosing and resolving desktop-related challenges, ensuring that users experience seamless operations and high satisfaction levels. The ideal candidate is someone who is proactive, customer-focused, and adept at functioning both independently and collaboratively in a dynamic work environment.

Key Responsibilities

  • Provide prompt technical support through various channels, including phone, email, and in-person interactions, ensuring effective solutions are delivered to users.
  • Set up, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.
  • Diagnose and resolve hardware and software problems, including issues with operating systems, application software, and network connectivity.
  • Conduct regular system updates, patches, and maintenance to guarantee optimal performance and security of systems.
  • Assist users with account management, including setup, password resets, and software installations.
  • Utilize a ticketing system to document and track support requests and their resolutions.
  • Work collaboratively with other IT team members to escalate complex issues and ensure efficient service delivery.
  • Provide training and guidance to users on software applications, hardware utilization, and security best practices.
  • Engage in IT projects as required, such as system upgrades, migrations, and the implementation of new technologies.
  • Maintain an inventory of IT equipment and supplies, assisting with asset management tasks.
  • Stay updated on the latest technology trends and best practices in end-user support.
  • Support team members through mentoring and training initiatives.

Qualifications

Education and Experience:

  • Preferred: Associate's Degree in Computer Science, Information Technology, or a related field.
  • 3-5 years of experience in desktop support or technical support roles.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are advantageous.

Technical Skills:

  • Proficient in Windows 10 and 11, as well as macOS operating systems.
  • Experience with Microsoft Office 365 Suite and common software applications such as Adobe Pro, Adobe CC, and DocuSign.
  • Familiarity with Active Directory, network troubleshooting, and security protocols.
  • Knowledge of hardware components and troubleshooting techniques.
  • Strong troubleshooting skills for both standalone and networked printers.
  • Ability to resolve network connectivity issues effectively.

Soft Skills:

  • Excellent communication and interpersonal abilities.
  • Strong problem-solving skills and meticulous attention to detail.
  • Ability to work effectively both independently and as part of a team.
  • Exceptional customer service orientation and a positive demeanor.
  • Capability to manage multiple urgent issues simultaneously.

Preferred Skills:

  • Experience with remote desktop support tools such as ConnectWise.
  • Familiarity with Windows imaging, including Microsoft Intune image deployment.
  • Understanding of ITIL service management principles.