Desktop Support Technician

AmTrust Financial Services Inc.; Inwood (TX); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

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. You will deliver hands-on and remote support for desktops, laptops, and mobility across Windows and Mac platforms, while adhering to IT and security standards.

Collaborate with IT groups and business units, document incidents in ServiceNow, and escalate issues as needed. The role requires 2-3 years of desktop support experience and a customer-focused approach in a fast-paced environment.

Qualifications

• Associates degree or equivalent IT experience.
• 2-3 years IT Desktop Support with end-user focus.
• A+ Certification desirable.
• Experience with Windows 10 and Microsoft Office.
• Familiarity with ServiceNow help desk systems.

Responsibilities

• Provide high quality end-user support in person, by phone, or email for onsite and remote users.
• Troubleshoot issues and provide end-user assistance.
• Resolve complex issues with other teams; identify root cause.
• Follow up with customers to ensure needs are met.
• Install, diagnose, repair, and upgrade PC hardware and software.
• Provide desktop/laptop maintenance and mobility platform support (iOS, Android, MacOS and Windows).
• Document incidents in ServiceNow with detailed notes.
• Escalate critical incidents to management when needed.
• Perform stock room audits with IT Asset Mgmt.
• Oversee shipping/receiving of IT hardware.
• Work independently while being a collaborative team member.
• Follow SOPs around process and documentation.
• May require overtime.

Skills

2-3 years IT Desktop Support

A+ Certification

Windows 10

Office Applications

ServiceNow

Education

Associates degree or equivalent IT experience

Tools

Adobe Acrobat

VPN Clients

Cisco Jabber

Active Directory

TCP/IP basics

Cisco Phones

Soft Phones

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.