Desktop Support Technician

Desktop Support Technician

Job Description

The Desktop Support Technician will be responsible for all end users support services local and remote, including break-fix, desk-side support, new system installation, and inventory and asset tracking activities. In addition, this position will provide in-depth technical hardware and software troubleshooting and support for all PC\Mac desktop, laptop and mobile device platforms.

PRIMARY RESPONSIBILITIES:
Technical Support for End User PC’s\Mac’s workstations, hardware, software, peripherals and printers.
Deploy new PC's\Mac’s for End Users,(Lifecycle Management) including hardware, software, and OS imaging.
Support software and hardware refresh/upgrade/configuration efforts – Windows 10, Microsoft Office, Proprietary applications, etc.
Plan, prioritize, organize and complete work to meet established SLA’s adherence, KPI’s and End User Compute objectives.
Perform Installs, Moves, Add and Changes (IMACs) of hardware and software.
Maintain required documentation involved in asset tracking/deployments to ensure accurate billing with respect to internal chargeback model.
Provide technical support and expertise to install, maintain and ensure effective performance of hardware and software.
Analyze technical problems and recommends and applies required solutions.
Educate end users when installing new equipment or software
Experience with Autopilot or MDT deployment tools.
Performs tasks to improve the efficiency, reliability, availability, and stability of the computing environment.
Maintains documentation to ensure efficient and accurate department operations.
Support AV systems and equipment for onsite and remote locations as needed
Support VIP/Executive level user base on daily basis
Assist in remotely supporting users at all company and potential WFH locations
O365 practical experience
Asset management practical experience
Bitlocker or encryption software experience
HDA Service Desk Software experience or similar Service Desk ITIL compliant software
Microsoft Teams Support and Operational experience
Team Player, Positive and with can do attitude
Ability to work in a fast-paced environment with daily reprioritization
Good written and communication skills to all levels of Management and end users
Outstanding Customer Service Skills
Dell Support Experience
Bilingual preferred but not required
Other duties as assigned

EDUCATION AND QUALIFICATIONS:
Desktop Support in an Enterprise environment: 2-3 years
Comptia A+ Certification: (Required)
Microsoft Technical Associate Certification (Preferred)
Dell EMC Support Certification (Preferred)
Experience in LANs, WANs, Personal Computers and software delivery applications.
Knowledge of computer security products.
Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred
High level of technical proficiency with IT equipment is a must.
Working knowledge in major desktop operating systems (Windows 7, 8.x, 10, OS X, iOS).
Excellent Desktop support troubleshooting skills needed.
Must have the ability to multitask with strong organization and time management skills

Must have Customer Service skills as they will be speaking to internal associates, Leaders, C-suites, etc

Notes:
100% onsite.
Work hours: Mon to Friday (8:00am to 5:00pm) (8hrs a day)

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.