Job Description:The Band 1 - Desktop Technician will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 1-2 years' experience in Windows Desktop Support.Position Responsibilities and Functionsa) Provide first/second level contact and problem resolution for customer issuesb) Work with Third Party Vendors to remediate complex AV issues as neededc) Provide timely communication on issue status and resolutiond) Maintain ticket updates for all reported incidentse) Install, upgrade, support and troubleshoot XP, Windows 7, WIndows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop applicationf) Should have basic knowledge of Mac operating system, to support Apple pc usersg) Install, upgrade, support and troubleshoot for printers, computer hardwareh) Performs general preventative maintenance tasks on computers, laptops, printersi) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipmentj) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/softwarek) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecomsl) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.Candidate Required Minimum Qualifications and Skillsa) Bachelor's Degree or equivalent in Computer Science or related fieldb) ComTIA A+, Microsoft Certified Professional (MCP) or betterc) Minimum of 18 months of IT experienced) Windows 7-10, Microsoft Active Directory, using of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systemse) Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directoryf) Proven analytical, troubleshooting and problem-solving skillsg) Proven ability to multi-task, effectively determine priorities and meet SLA'sh) Excellent communication relationship-building and internal customer service skillsi) Adaptable and flexible in a fast-changing industry and work environmentj) Willing to work off-hours and weekends when required for projects or emergency supportIn addition the Band 1 Technician will mentor and assist Band 0 technicians in their work and provide support to Band 2 Technicians in resolving tickets.#J-18808-Ljbffr
