Desktop Support Technician

AmTrust Financial Services Inc.; Dallas, Northern (TX, KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

FSA - Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking a Desktop Support Technician to join the End User Services team. This role supports desktops, laptops, mobile devices, and collaboration tools across a global remote support network.

The technician reports to the Director, IT End User Services and will work to diagnose, resolve, and respond to IT incidents in a fast-paced environment while maintaining adherence to IT and security standards.

Qualifications

• Associates degree or equivalent industry experience accepted.
• 2–3 years in IT desktop support for end-user services.
• A+ certification desirable.
• Experience with Windows 10 and Microsoft Office applications.
• Familiarity with ServiceNow help desk system.

Responsibilities

• Provide high quality support in person, by phone or email for onsite and remote users.
• Troubleshoot and resolve complex IT issues and identify root causes.
• Document incidents and resolutions in ServiceNow with detailed notes.
• Assist IT Asset Management and inventory processes; shipping/receiving of hardware.
• Follow standard operating procedures and work with cross-functional teams.

Skills

End user support

Troubleshooting

Customer service

Education

Associates degree

Tools

ServiceNow

Active Directory

VPN clients

Adobe Acrobat

Cisco Jabber

Job description

Overview

AmTrust Financial is currently seeking a talented individual to fill a role as Desktop Support Technician. The Desktop Support Technician will report to the Director, IT End User Services. The Desktop Support Technician is part of the Teir II team responsible for supporting a multitude of IT related issues that range from desktops, laptops, network, telecom, video conferencing, VoIP, mobility and server or infrastructure problems. The position is also a member of a global remote support team working to diagnose, resolve, and respond to IT incidents in a fast-paced environment.

The Desktop Support Technician provides end-user support and installs/maintains personal computer hardware and software utilizing hands-on and remote resolution capabilities to ensure the efficient and successful operations of AmTrust’s corporate business, while following all IT and Security standards and practices. The Desktop Support Technician will work closely with other IT groups, business departments, and external entities.

Responsibilities

• Provide high quality, service focused support, in person, by phone or email with both onsite and remote end users.
• Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
• Follow up with customers to ensure their technology needs are being met and issues are resolved.
• Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance.
• Provide desktop/laptop break/fix/maintenance support
• Provide support to growing mobility platforms (iOS, Android, MacOS and Windows based platforms)
• Document incidents, problems and requests in the company ticketing system (ServiceNow).
• Ensures detailed work notes are documented with every ServiceNow ticket.
• Escalate critical incidents to Management as needed.
• Perform regular stock room audits to assist the IT Asset Management team
• Day-to-day-operational activities associated with shipping and receiving of IT hardware.
• Work independently while simultaneously being a collaborative team member striving for team success.
• Follow standard operating procedures around process and documentation.
• Minimal travel required.
• Keeps current with market trends and demands.
• Performs other functionally related duties as assigned.
• May be required to work overtime as assigned.

Qualifications

Required:

• Associates degree: proven industry experience will be acceptable in lieu of degree
• 2-3 years of experience in IT Desktop Support with a focus on end user facing services
• A+ Certification highly desirable
• Experience with Windows 10
• Knowledgeable in Microsoft Office Applications
• Working knowledge with Help Desk ticketing systems such as ServiceNow

Preferred:

• Hands on experience with Adobe Acrobat, VPN Clients, Cisco Jabber
• Troubleshoot and installation of Laptops/PC, printers, and copiers
• Experience working with Active Directory
• Basic Networking (TCP/IP)
• Cisco Phones and Soft Phones
• Microsoft MCP (Microsoft Certifications)

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities.

Our benefits include:

• Medical & Dental Plans
• Life Insurance, including eligible spouses & children
• Health Care Flexible Spending
• Dependent Care
• 401k Savings Plans
• Paid Time Off

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.