This Group is responsible for ServiceDesk services & support, desktop support, and all end-user technology support. We are seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience in utilizing SCCM, JAMF, Office 365, and Adobe applications. Additionally, the candidate should have experience in general inventory management and supporting AI integrations with office products. This position reports into the US Service Desk Associate Director.
Position Responsibilities:
Customer Focus:
Deliver exceptional customer service by effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary
Issue Management:
Effective evaluates and manages various end-user situations and escalates to manager when necessary
Teamwork & Collaboration:
Effectively work with other HTS teams and management for responsive, effective information feedback, escalation and end-user issue resolution
Technical Support:
Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently
Technical Support:
Provide support for the end users regarding issues with network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications Office365
Support:
Administer and troubleshoot issues related to Office365 applications, including
Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive Adobe Suite Support:
Provide support for Adobe Creative Cloud applications, addressing installation, authentication and access issues
Software Deployment:
Utilize SCCM and JAMF for software deployment and management, ensuring smooth and consistent application installations and updates
Inventory Management:
Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets and desktop refresh utilizing the corporate ITAM tool as well JAMF, SCCM, PowerBI and other tools to maintain the integrity and accuracy of the asset inventory
AI Support:
Assist with end-user issues and support of AI tools with office products, ensuring seamless operation and user productivity
Documentation:
Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations
Incident and Service Request SLA Achievement:
Achieve and maintain a monthly SLA target for
INCIDENTS
(93%) throughout the year. Achieve and maintain monthly SLA targets for service request tasks (84%) throughout the year Ability to configure and troubleshoot email clients such as Microsoft Outlook Configure, deploy and support mobile devices such as Android and iPhones for all users Leads and supervises IT projects as directed by the Regional Manager In-depth knowledge of Azure AD & On-Prem AD administration Familiar with antivirus/malware protection Understanding of login scripts Identifies software application, network and hardware malfunctions and takes appropriate action to resolve
Position Characteristics:
5+ years of IT experience Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems Bachelor's degree in a technical discipline or equivalent working experience Experience in delivering support to a diverse company Provide a proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds Excellent analytical and problem-solving skills Excellent communication, presentation, influencing, and relationship-building skills Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives Demonstrated success guiding large-scale initiatives across an enterprise Willingness to travel depending on current needs Have a "can-do" attitude regarding all aspects of support while working for the IT Department of the company Great research and troubleshooting skills to obtain quick, effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic
