Desktop Support Technician

Desktop Support Specialist

Location:
Onsite-Atlanta, GA

Employment Type:
Contract

About Our Client

Our client is a leading financial technology company with a strong track record of innovation and customer empowerment. They operate globally, providing software solutions that help millions of individuals and small businesses manage their finances. The company is dedicated to delivering intuitive, powerful products while maintaining a strong commitment to technological excellence and putting customers at the center of everything they do. Their core values emphasize innovation, integrity, and a passion for solving important problems.

Job Description

We are seeking a skilled Desktop Support Specialist to join our client's IT team in an onsite capacity. In this role, you will be the frontline technical resource for employees, providing comprehensive support for desktop and laptop systems, troubleshooting hardware and software issues, and ensuring seamless technology operations across the organization.

The ideal candidate will work closely with end users and IT teams to resolve technical challenges efficiently while maintaining high levels of customer satisfaction. You'll play a critical role in keeping the company's technology infrastructure running smoothly, supporting both remote and on-site employees with various technical needs. This position offers the opportunity to work with cutting-edge technology in a dynamic, fast-paced environment where your technical expertise and customer service skills will directly impact employee productivity.

Duties and Responsibilities

• Provide remote desktop assistance and telephone support to troubleshoot computer-related issues
• Ensure all computers in the network are backed up, safe, and secure
• Deploy security updates to systems, servers, and computers to prevent compromise
• Train staff members on computer programs, networks, and security standards adherence
• Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users
• Coordinate with vendors to resolve problems and manage hardware replacements including memory, keyboards, motherboards, and other components
• Set up and troubleshoot domains, user accounts, and software accounts
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices
• Troubleshoot software, hardware, and connectivity issues remotely
• Understand and articulate root cause analysis on customer issues
• Install, upgrade, and maintain software, hardware, and peripherals
• Triage issues within encryption and security tool environments
• Assist customers in gaining access to various systems and servers
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
• Set up and maintain shared mailboxes and distribution lists in Exchange
• Distribute and patch software using Casper and LANDesk technologies
• Communicate call trends and challenges in daily team meetings
• Take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction
• Partner with Tier 3 engineering teams on projects requiring deeper systems knowledge
• Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert

Required Experience/Skills

• 3-5 years of Service Desk or Desktop Support experience for both PC and Mac
• Strong interpersonal and communication skills with the ability to communicate effectively with technical and non-technical users
• Passionate about providing excellent customer service and follow-through to completion
• Minimum of an Associate's Degree in computer technology or equivalent from a two-year college or technical school
• Familiarity supporting Mac OS X and Windows 7/10
• Good problem-solving, diagnosis, and troubleshooting skills
• Ability to work under pressure in a fast-paced environment
• Familiarity with wired and Wi-Fi Networking with Windows Active Directory
• Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
• Familiarity with Video Conferencing support and communication technologies (i.e., Zoom)
• Working knowledge of collaboration tools such as Slack and Google Sheets
• Strong mobile support experience (Android, iOS, etc.)
• Ability to work independently and within a team

Nice-to-Haves

• Experience working with multiple customers face-to-face in a 'Walk Up Bar' type of corporate environment
• Certifications obtained or working towards: ACMT, CCT, ITILv3, CompTIA
• Previous experience with Microsoft Office
• Familiarity with ticketing systems such as ServiceNow

Education

• Minimum of an Associate's Degree in computer technology or equivalent from a two-year college or technical school

Pay & Benefits Summary

$38/hr W2

Apply Now

Join a dynamic team where your technical expertise will make a real difference. Submit your application today and take the next step in your IT career

Keywords:
Desktop Support | IT Support | Help Desk | Technical Support | Remote Support | Mac Support | Windows Support | Service Desk | IT Specialist