Position Details
Desktop Support Technician Apply
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Title: Desktop Support Technician
Work Location: Longmont, CO 80503
Duration: 12 Months
Job Type: Contract
Work Type: Onsite
Job Description:
- As a member of the End User Services, Desktop Support, Senior Engineering Specialists, the position will work in various aspects of desktop support.
- This is a "senior" level desktop support engineer with a minimum of 5 years' experience.
Duties and responsibilities include but are not limited to the following:
- Configures, deploys, maintains, troubleshoots, and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
- Research, maintain, install, and troubleshoot all aspects of laptop and desktop hardware and associated software.
- Troubleshoots technical issues while interfacing directly with users.
- Excellent customer service skills and high standards of excellence are expected when interfacing with peers, customers, and management
- Performs hardware repairs and replacements as needed, including troubleshooting faulty components, and coordinating repairs with external vendors.
- Troubleshoots and determines the root cause of problems with software or hardware incompatibilities or network connectivity issues.
- Follows processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions.
- Evaluates and implement application software solutions as identified by Corporate IT
- Has the ability to take proactive, corrective actions to resolve issues in advance of system problems
- Installs, configures, analyzes, resolves, and repairs all hardware and software issues involving Windows and Mac OS computers.
- Provides total support of the desktop environment in accordance with defined standards and procedures.
- Manages the overall ticket queue in ServiceNow, ensuring tickets are triaged, assigned, and resolved in a timely manner according to established SLAs, and priorities.
- Utilizes asset management software and tools to track asset assignments, lifecycle, and maintenance.
- Maintains password security, data integrity, and file system security for the desktop environment.
- Communicates with customers, peers, and management regarding ticket status updates, resolution timeline, and any additional information required for troubleshooting to ensure transparency and managing expectations.
- Provides technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems, and conferencing tools like Teams and Zoom.
- Researches and resolves computer compliance issues related to Windows updates, computer uptime, security updates, and configuration errors.
- Handles multiple administrative duties to allow the team to operate efficiently.
Required Skills
Your Experience Includes:
- Strong organizational skills that include attention to details, flexibility, and time management.
- Excellent oral and written communication skills and should be able to demonstrate these skills during the job interview
- Installing, configuring, and troubleshooting desktop and laptop systems and familiarity with system imaging processes.
- Documenting trouble tickets from inception through closure in an Enterprise Incident Management Systems such as Service Now or Remedy
- Proficiency in supporting Windows 10, Windows 11 and Mac OS support including iOS and Android mobile platforms.
- Experience with Active Directory
- Experience with maintaining password security, data integrity, and file system security for the laptop environment utilizing BitLocker.
- Experience using critical thinking skills to identify and resolve technical issues.
- Experience with providing technical support to internal and remote computer systems using tools like Bomgar
- Experience with Microsoft Configuration Manager (SCCM/MECM) preferred
- 5 years of experience working directly with customers in a desktop support role to resolve technical hardware and software issues
- Broad knowledge of Office 365 online applications (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, OneDrive, Forms, Stream, Tasks, Video and OneNote)
- Completing any other tasks as assigned by the IT Desktop Support manager
Required Education
Educational Requirements:
- Associate Degree in Computer Science, Information Technology or a related field or its equivalent plus 5 years' (minimum) experience.
- Relevant Technical Certifications a plus, A+, MCP or HDI preferred.
- CompTIA A+
TekWissen Group is an equal opportunity employer supporting workforce diversity.
