Desktop Support

TechDigital Group; Denver (CO); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic IT Support Specialist to join their team in Denver. In this role, you will be responsible for troubleshooting various technical issues related to desktops, laptops, and collaboration tools. Your expertise in Windows operating systems and customer service will be crucial in providing first-line support and ensuring a positive experience for users. This position offers an exciting opportunity to work in a fast-paced environment, where you can make a significant impact by resolving technical problems and enhancing user satisfaction. If you are passionate about technology and helping others, this role is perfect for you.

Qualifications

• Associate Degree in Computer Science or related field required.
• Excellent communication skills and professional demeanor are essential.

Responsibilities

• Troubleshoot issues related to Desktop/Laptops and O365/M365 applications.
• Provide 1st line technical support via phone and email.

Skills

Troubleshooting Desktop/Laptops

O365/M365 applications

Unified communication tools

Windows 10 and 11 migration

Network connectivity troubleshooting

Customer service

Technical support

Excellent communication skills

Education

Associate Degree in Computer Science

Tools

Endpoint manager/Intune

Azure AD

SNOW ticketing system

Job description

Domain/Subdomain: DWP/FSO

Job Description

Roles & Responsibilities:

1. Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
2. Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.
3. Familiar with collaboration tools, meeting room equipment and meeting room checks.
4. Exposure to Windows 10 and 11 migration, user profiles management, data backups.
5. Troubleshooting Windows Profile, printers, shared drives related issues.
6. Troubleshooting network connectivity issues.
7. Deploying standard image on desktops and laptops using Endpoint manager/Intune.
8. Providing 1st line technical support; answering support queries via phone and email.
9. Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
10. Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/Intune, M365 etc. would be preferred.

Technical Proficiencies:

1. Taking ownership of user problems and being pro-active when dealing with user issues.
2. Logging all calls on the call logging system.
3. Ensuring incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
4. Responding to inquiries from clients and helping them resolve any hardware or software problems.
5. Escalating more complex calls to the relevant IT Support member.
6. Notifying relevant staff to arrange for external technical support where problems cannot be resolved in house.
7. Pre-building PCs.
8. Good experience in deskside support.

Required Skills and Experience:

1. Associate Degree in Computer Science or related field.
2. Exhibit HCL Technologies Guiding Principles.
3. Professional demeanor.
4. Excellent communication skills.

Additional Responsibilities:

1. Providing support for on-call escalations and doing root cause analysis of given issues.
2. Independently resolving tickets within agreed SLA of ticket volume and time.
3. Adhering to quality standards, regulatory requirements and company policies.
4. Working on value-adding activities such as Knowledge base update & management, training freshers, coaching analysts.
5. Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.