Desktop Support Technician

Pomeroy; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a skilled technician for on-site hardware installations and support at parks and resorts. The role involves resolving desktop incidents, managing service tickets, and providing software installation assistance. Ideal candidates will have extensive experience in field deployment and strong customer service skills.

Qualifications

• 3-5 years of PC desktop/laptop field deployment experience.
• Experience with SCCM, TCP/IP, Active Directory, and Exchange.
• Minimum of 3 years experience with Windows 7, Windows 10, and macOS.

Responsibilities

• Perform on-site installations of hardware at parks and resorts.
• Resolve desktop incidents for cast members on-site.
• Install and configure software requested by cast members.

Skills

PC desktop/laptop field deployment

SCCM

TCP/IP protocols

Active Directory

Exchange

Windows 7

Windows 10

macOS

ServiceNow

InTune

Microsoft Office

Customer service

Communication

Multitasking

Detail-oriented

Job description

Responsibilities:

1. Perform on-site daily installations of hardware being refreshed, reimaged, or having memory installed at parks, resorts, and Disney buildings.
2. Resolve service level desktop incidents for cast members on-site at parks, resorts, and Disney buildings.
3. Image and stage hardware.
4. Wipe devices returned from the field for inventory return.
5. Install and configure software requested by cast members (e.g., MS Office 365, Adobe Creative Suite, VPN software).
6. Manage tickets—update and close all service level tickets assigned, with the ability to remote into PCs for software download and troubleshooting.
7. Support post-validation appointments—assist cast members remotely with device configuration, software installation, network drive addition, reimaging, or device replacement.
8. Lift, carry, and transport computer equipment.

Skills:

1. 3-5 years of PC desktop/laptop field deployment experience in large-scale operations.
2. 3-5 years hands-on experience with SCCM, TCP/IP protocols, Active Directory, and Exchange.
3. Minimum of 3 years experience with Windows 7, Windows 10, and macOS.
4. Experience with ticket monitoring systems such as ServiceNow.
5. Hands-on experience with large-scale Windows migration activities.
6. Knowledge and experience with InTune.
7. Proficient in Microsoft Office products (Word, Excel, PowerPoint).
8. Strong customer service skills, both in-person and written.
9. Strong communication skills, both in-person and written.
10. Ability to work independently with minimal supervision.
11. Ability to multitask effectively in a fast-paced, deadline-driven environment.
12. Detail-oriented—ensure administrative activities are completed accurately, follow directions and processes.

Behaviors:

1. Punctuality is critical; start your day at the agreed time and manage your schedule to arrive on time for cast member appointments.
2. Communicate proactively regarding any deviations from the schedule with supervisors and cast members.
3. Flexibility to handle various responsibilities across all EUC duties.

Other:

1. Possess a full, clean driving license.
2. Have access to a roadworthy vehicle.