Desktop Support Associate - TEKsystems

Description:

Desktop Support Associate

Workstation Management

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.

• Application deployment using common enterprise tools

• Hardware asset tracking & reporting

• End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.)

• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.)

• Other technical configuration, support & administrative tasks as assigned

• Level 2 Technical (“Break/Fix”) Support

• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites

• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)

• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools)

• Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.)

• Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.

• General user community technology guidance, recommendations & education

Technical Administration

• User permissions & password management on multiple systems (Active Directory, Exchange, etc.)

• Incident management, including response, tracking & reporting for areas of responsibility

• Document workstation configuration standards, processes & best-practices

• Manage local site logistics including storage room, organizing inventory, shipping and receiving

• Ability to lift up to 50 pounds

• Able to sit or stand for extended periods of time

Team Collaboration

• Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests

• Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods& best practices

• Ongoing process/solution analysis and improvement

Education

• Professional training/certifications related to areas of responsibility (e.g. CompTIA A+ Network+, MCITP, MCSA,MCTS, etc.)

• Information Services related college degree preferred, but not required

Experience

• 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.

• 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.)

• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment

Toolkit (MDT), MS Systems Management Server (SMS), MS System Center Configuration Manager (SCCM), MS Autopilot, MS Intune, etc.)

• 5+ years providing support for Windows 10, Windows 11. Windows Server experience a plus.

• 5+ years providing support for MS Office and all major component applications.

• 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, fi le encryption, screen capture, etc.)

• 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.)

• 5+ years providing on site & remote technical support for workstations, applications and networking technologies– in medium to large organizations.

• Macintosh & OS X configuration & support experience a plus.

• Some exposure to implementing and/or supporting virtual servers & desktops using VMware or similar tools.

• Basic understanding of IP addressing, subnets, fi le/folder mapping, share drives & network printer configuration, Basic file & print server configuration/administration a plus.

• Familiarity with a range of ticket/incident management systems, specifically ServiceNow

• Microsoft Active Directory administration.

• Ability to coordinate tasks with vendors to meet service targets & project deadlines.

• Ability to prioritize & multi-task in a fast-paced/demanding environment.

• Ability to work independently or as part of a team to meet deadlines.

• Strong analytical & problem-solving.

• Strong interpersonal/relationship-building skills & customer service values/practices.

• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.

• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

Skills:

Windows 10, intune, active directory, azure, sccm, Troubleshooting, Support, Technical support, customer service, onboarding, office 365, Windows 11, Help desk, Help desk support, autopilot, desktop support

Top Skills Details:

Windows 10,intune,active directory,azure,sccm,Troubleshooting,Support,Technical support,customer service,onboarding,office 365

Additional Skills & Qualifications:

Nice to have: Financial services expereince / type of environment / customer service** Law firms - high touch**

Resume: Technical experience / Customer service ability

Quick on their feet, multitasking, exceptional people skills

6-8+ years of helpdesk experience preferred

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.