Desktop Support Technician

Ovation Workplace Services Inc.; Town of Florida (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Ovation Workplace Services Inc. seeks a Desktop Support Technician to deliver hardware/software support for staff and new hires. You will generate weekly reports, manage inventory and handle admin tasks in a fast-paced setting.

The role demands excellent customer service, adaptability, and the ability to work extended hours as needed while coordinating with vendors for repairs and asset management.

Qualifications

• 3-5 years IT experience including technical training.
• Knowledge of Windows and Macintosh platforms and MS Office.
• Experience imaging Windows 10 OS.
• Familiar with TCP/IP and basic networking concepts.
• Printer management and networked printers experience.
• Strong communication and customer-service skills.

Responsibilities

• Image and install software on Windows and Apple devices including IMAC and remote support.
• Troubleshoot post deployment issues on Windows, Macintosh and mobile devices.
• Printer break-fix and installation tasks.
• Asset disposal, redeployment and reclaim; depot operations.
• Coordinate shipping, data backup and data recovery coordination.
• Hardware refresh, warranty handling, and parts management.
• Open/close service requests and track classifications and assignees.
• Onboard incoming new hires with proper hardware assignment and records.

Skills

Windows/macOS

MS Office

Remote support

Customer service

Asset management

Imaging Windows10

Education

MCP Certification

A+ Certification

Tools

Asset management system

Printer management

Remote management tools

Job description

Job Description

Desktop Support Technician

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.

Desired Skills & Experience

Responsibilities:

• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
• Printer break-fix and installation
• Disposal, redeployment and Asset reclaim
• Shipping coordination
• Data Backup and Data Recovery coordination
• Hardware Refresh
• Warranty and Out-of-warranty repair and replacement
• Depot Services
• Walk Up Support
• Spare parts management
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for dispatch support
• Identify and resolve hardware and software application conflicts
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
• Responsible for asset tagging and entering all incoming equipment into our asset management system
• Collaborate with cross functional teams to properly onboard incoming new hires
• Ensure that hardware is properly assigned and updated into our management system
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
• Ensure that resolutions are consistent with company standards and policies

Requirements/Qualifications:

• Prefer 3-5 years IT experience, including technical training
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Networked printer experience (queue creation, server maintenance, etc.)
• Experience in using PC-based word processing, presentation, and e-mail software preferred
• Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Experience working in or supporting a call center or help desk environment
• MCP and or A+ Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a tea