Senior Desktop Support Technician

1 week ago

Lyons PA, United States Core BTS Full time $70,000 - $85,000 per year

Title: Sr. Deskside Support Technician – ONSITE in Lyons, PA (Subcontract at NRI Client)

Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with NRI.

Job Description:

A Senior Deskside Support Technician is a highly motivated and experienced individual responsible for all customer-facing technologies. A Senior Deskside Support Technician needs to be able to operate in a fast-paced environment with minimal supervision. Needs to work well both independently and in teams to solve challenging IT support issues and is a great troubleshooter who can identify improvement opportunities.

Responsibilities Include:

  • Provide 2nd level escalation support to the Deskside Support Technician and Service Desk.
  • Perform advanced diagnostics and repairs on desktops, laptops, printers, and other peripheral devices.
  • Provide remote and on-site troubleshooting for hardware and software support to end users on a variety of issues.
  • Follow up on outstanding requests and ensure timely resolution.
  • Document Incidents with detailed break-fix steps and resolution in the ticket tracking system.
  • Creating Knowledge Base Articles
  • Work with Executive Management, providing a "white glove" service where necessary.
  • Participate with new project(s) testing and deployment/delivery.
  • Work with vendors as it pertains to software and hardware troubleshooting, repair, and replacement.
  • Coordinate the logistics of and conduct the movement of assets and equipment to various clients' facilities when needed.
  • Travel to client sites as needed to provide support.
  • Other duties outlined by Information and Technology Management.

Qualifications:

  • Associate's degree or higher and/or equivalent 5-7 years' experience in working in a Windows environment.
  • CompTIA A+ and Network + Certifications
  • Sound knowledge of Windows 10, Windows 11, Citrix Environment, and all standard MS Office software systems.
  • Possess knowledge of workstation administration and management, including imaging.
  • Basic network support experience to include account administration in an active directory environment.
  • Strong customer service and troubleshooting skills.
  • Excellent analytical, oral, and written communication, presentation, and problem-solving skills.
  • Ability to communicate technical information, both verbal and written, to a wide range of end users.
  • Ability to gain internal support and to operate independently without supervision.
  • Must have the ability to establish a solid working relationship with end users, technical staff, managers, and peers.

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