Desktop Support (IT Operations Technician)

TELUS Digital; Mesa (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

TELUS Digital in Mesa, AZ is seeking an IT Support Specialist onsite to provide end-to-end user support for desktops, mobile devices, network access, and software applications.

The role involves diagnosing incidents, imaging hardware, fulfilling hardware/software requests, managing inventory, and supporting over 2,500 business professionals while coordinating with clients on hardware and software needs.

Qualifications

• 1 to 3 years technical support experience in Desktop Support.
• 1 to 3 years technical support experience in internet, network, hardware or software.
• Good communications skills both written and verbal.
• Proficient with Windows 11 Operating System.
• Proficient with Microsoft Office Applications.
• Proficient with Office 365 Applications and cloud-based applications (i.e. Azure, Intune).
• Basic understanding of TCP/IP networking.
• 1 to 2 years of experience with network printers.
• 1 to 2 years of experience working in a team environment.
• 1 to 2 years of experience with a computer imaging solution.
• Strong hardware and software problem solving skills.

Responsibilities

• Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Security.
• Act as escalation point and track progress for non-Desktop and Mobile related incident.
• Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incident.
• Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT requests.
• Control Inventory Management for Desktop and Mobile related Hardware.
• Diagnose and resolve network and workgroup printer related issues.
• Diagnose and resolve client access issues related to network access and MFA.
• Upkeep, design, and implementation of proprietary client software and application.
• Provide front line support to over 2500 business professionals.
• Coordinate with client to determine appropriate hardware and software needs for end user.
• Log, resolve and/or track progress of all incidents and service requests reported to IT Support.

Job description

Location: Mesa, Arizona (Onsite 5 days at Office)

Responsibilities

• :Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Securit


• Act as escalation point and track progress for non-Desktop and Mobile related incident


• Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incident


• Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT request


• Control Inventory Management for Desktop and Mobile related Hardwar


• Diagnose and resolve network and workgroup printer related issue


• Diagnose and resolve client access issues related to network access and MF


• AUpkeep, design, and implementation of proprietary client software and application


• Provide front line support to over 2500 business professional


• Coordinate with client to determine appropriate hardware and software needs for end user


• Log, resolve and/or track progress of all incidents and service requests reported to IT Suppor

t Required Knowledge and Qualifications/Skill

• 1 to 3 years technical support experience in Desktop Suppo


• 1 to 3 years technical support experience supporting any of the following: internet, network, hardware, softwar


• Good communications skills both written and verb


• Proficient with Windows 11 Operating Syste


• Proficient with Microsoft Office Application Sui


• Proficient with Office 365 Application and cloud-based applications (i.e. Azure, Intune)


• Basic understanding of TCP/IP networki


• 1 to 2 years of experience with network printe


• 1 to 2 years of experience working in a team environme


• 1 to 2 years of experience with a computer imaging soluti


• onStrong Hardware and Software problem solving skil

ls Preferred Professional Experience and/or Educational Designation/Certificati

• on:Undergraduate degree or diploma, preferable in a technical discipline or equivalent and relevant work experie


• nceCertification in A+ and/or Network+ or equivalent would be considered an as


• setExperience with Incident Management solutions, preferably Service


• NowBasic understanding of modern endpoint detection and response too


• 1 to 3 years of experience with Smartphones, particularly, Apple IOS dev


• iceExperience with MFA technolog


• iesA team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interacti


• on.A professional that demonstrates empathy by listening to understand the client’s unique support needs and situations, in order to communicate in an clear, honest, and genuine


• wayA team member who collaborates to get things done by leveraging their own and each other’s tale


• ntsA team member who willingly adapts to meet the changing needs of our clie


• ntsA team member who proactively seeks to make things bet