Desktop Support Technician

Boyle Software, Inc.; Chicago (IL); On-site; USD 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a dedicated Desktop Support Technician to join their dynamic team. In this full-time role, you'll be at the forefront of IT support, providing exceptional customer service and resolving technical issues promptly. Your expertise in troubleshooting Windows and Mac systems, coupled with your ability to assist with software installations and configurations, will be crucial in maintaining a seamless computing environment. If you're a team player with a passion for technology and a knack for problem-solving, this opportunity is perfect for you to make a significant impact in a supportive and innovative workplace.

Qualifications

• Strong customer service skills and attention to detail are essential.
• Experience in IT Service Desk environments is required.

Responsibilities

• Provide exceptional customer service and resolve incidents at the service desk.
• Setup and troubleshoot IT equipment and software for employees.

Skills

Customer Service

Attention to Detail

Communication Skills

Documentation Skills

Windows Troubleshooting

Mac Troubleshooting

Active Directory

Intune

Exchange

Microsoft Office

Education

Bachelor's Degree

Associate Degree

Equivalent Experience

Tools

ServiceNow

Remote Desktop Tools

Microsoft Teams

AV Support

Job description

Title: Desktop Support Technician (100% onsite, in accordance with company Covid-19 safety protocols)

Reports to: Associate Manager, Desktop Support

Full Time Role

Here’s What You’ll Do:

• Provide exceptional customer service at the walkup service desk to resolve incidents immediately and expedite fulfillment of requests.
• Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices, and conference room technology.
• Install and support desktop software for corporate laptops and lab computers.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Create and administer email, web applications, and file systems.
• Document and resolve all ServiceNow tickets in a timely manner, adhering to established SLAs.
• Manage and meticulously document employee hardware and software license usage.
• Maintain passwords, data integrity, and file system security for the computing environment.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Support in the testing and deployment of new applications and systems.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”) and provide end user training.

Requirements:

• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed.
• Experience working in an IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.
• Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple MacBook, and AV Support experience is a plus.
• IT experience in a Biotech GxP facility is a plus.
• Bachelors/Associate degree or equivalent experience.