Desktop Support Technician

Our client is looking for a Desktop Support Technician for a 7-month contract in Chester, SC 29706. Applicants must be currently authorized to work in the US on a full-time basis now and in the future. Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Contract Duration:

7 months Required Skills & Experience Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field. Minimum one (1) year of experience in IT Level 1 support, two to three (2-3) years' experience in IT Level 1/Level 2 support preferred. Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices. Experience supporting M365 applications and email systems such as Exchange/Outlook. Experience troubleshooting issues clients may be having when connecting to or using network services. Excellent customer service skills with an ability to demonstrate empathy. Experience supporting both onsite and remote users. Experience providing executive-level support. Strong troubleshooting, investigative, and problem-solving skills. Ability to design and develop end-user and training documentation. Enthusiastic and pleasant attitude. Strong desire to learn. Collaborative team player who can effectively participate in global departmental-level meetings and positively influence outcomes. Upholds best practice standards as well as departmental policies and procedures. Excellent listening skills, verbal and written communication. Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.). Experience in imaging/deploying desktops, laptops, and mobile devices. Experience supporting mobile devices using Intune or other MDM solutions. Experience in configuring and managing desk/soft phones using Avaya or other platforms. ITIL Foundation certificate preferred. Apple Certified Support Professional / Apple Certified IT Professional certification preferred. What You Will Be Doing Provide first response, initial triage, and troubleshooting for all support items received through all channels, phone, email, ticket system/web portal, and walk-up for on-premises and remotely connected staff across all Global locations in line with defined service metrics, SLA's, and OLAs. Provide second-level support, including deskside support and travel to regional locations as may be needed. Confirm tickets are created for all client contacts. Confirm incoming tickets are accurately captured as either incidents (break/fix) or service requests. Confirm accuracy in assessed impact and urgency of an incident or support request to determine priority. As needed, escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve. Identify trends in incidents to support problem management. Record all outages within the ticketing system. Provide basic "how-to" training to end users. Seek approval to purchase, deploy, or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be needed. Maintain accurate tracking and recovery of IT equipment. Escalate items to vendors under existing support contracts; track/document/escalate vendor compliance to existing SLOs. As assigned, author, edit, and QA knowledge base articles, technical procedures, policies, and standard processes related to endpoint technologies. Validate employee compliance with policy and procedures during all tasks, taking action, reporting, or escalating as necessary. Closely adhere to defined Global IT Service Management processes- change management, incident management, knowledge management, problem management, request management, and service level management processes. Additional duties as assigned by the Manager, Service Desk. Technical Expertise. Resolve all tickets within scope through the use of experience, scripts/knowledge base, detailed research, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps. Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve. Build and maintain a solid skillset/knowledge in troubleshooting the organization's endpoint infrastructure and relevant applications. Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support, including M365, Intune, browsers, and browser-based applications, miscellaneous software, both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones, and other end-user peripherals. Create change tickets in support of end-user-related changes. Perform scheduled changes or deployments and confirm accurate completion of change tickets. As assigned, research new technologies to stay informed on end-user experience improvement opportunities, endpoint industry standards, and best practices. Make recommendations to the Manager, Service Desk, for inclusion in the technology roadmap. Project Delivery. Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in the creation of detailed task plans, and to execute activities, communicating status accordingly. Help confirm relevant milestones and deliverables for assigned projects are met to confirm successful delivery. Actively participate in knowledge sharing, including training new team members and cross-training peers.