Desktop Support Technician

TECEZE; Tyler (TX); On-site; USD 42,000 - 70,000; Full time

Job summary

TECEZE is seeking a Field Services Desktop Technician to deliver enterprise-level desktop and hardware support onsite in Tyler, TX. You will diagnose, troubleshoot, and resolve IT issues for end users, install and deploy hardware, and maintain asset inventories.

The role requires strong problem-solving, communication skills, and experience with Windows, Mac, and endpoint management tools. You will work with a local team to ensure timely resolutions and user satisfaction, while contributing to IT

Qualifications

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer
• Proven experience with Windows/Mac OS environments
• Ability to diagnose and troubleshoot technical issues
• Graduate in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft or similar technologies is a plus

Responsibilities

• Provide day to day desktop support to end users including diagnosing and resolving hardware/software issues on laptops/desktops
• Maintain stock levels of equipment and inventories
• Build and deploy end-user hardware from tablets to desktops
• Coordinate with Site Lead to manage starters and leavers
• Take ownership of tickets in ServiceNow and escalate when needed
• Gather root cause information and communicate solutions to users
• Document knowledge in notes and manuals for future reference
• Ensure systems are fully functional after troubleshooting and follow up with clients

Skills

Windows OS

Imaging/Deployment

Azure/Intune

Data Center Mgmt

Hardware Troubleshooting

SCCM

VPN

Active Directory

Mac OS

Office 365

Networking (LAN/WAN/VPN)

Printer Support

Video Conferencing

SNOW/Ticketing

Education

Bachelor's in IT/CS

Tools

WDS/MDT

SCCM

Intune

HP OpenView

ServiceNow (SNOW)

Job description

Job Title: Field Services Desktop Technician

Duration-Full Time

Job Description-

We are looking for an experienced and proactive Technical Support Engineer to provide enterprise-level support to End Users. The Candidate should have expertise in day to day technology support and be able to diagnose and troubleshoot software/hardware problems and help the End Users to install and troubleshoot applications, hardware and programs.

You will be the face of technology support in this location, helping to support local users across a wide range of business functions. They will rely on you to provide timely and accurate solutions to their technical problems.

• Provide day to day desktop support to the End Users. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.
• Maintaining stock levels of equipment and inventories
• Building and deploying end user hardware; from tablets and phones through to laptops and desktops.
• Working closely with wider team and Site Lead to manage starters and leavers in local sites.
• Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.
• Asking customers targeted questions to quickly understand the root cause of the problem.
• Track computer system issues through to resolution, within agreed SLAs.
• Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.
• Properly elevate unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships within the team and customers

Technical Skills:

• Good knowledge of Windows client OS’ including, Windows 8 & 10.
• Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot.
• Knowledge of Azure, especially intune and AAD.
• Experience of data center management, including tape back up management.
• Hands-on experience on Hardware Troubleshooting skills and log the call with Vendor for hardware replacement.
• Knowledge on SCCM, Encryption software, VPN applications
• Good knowledge on system troubleshooting and application troubleshooting (Event log check, disk space checks and error/failure logs etc).
• Good knowledge of Active Directory (DHCP, DNS and OU/GPO).
• Good Knowledge of Macintosh platform and application installation.
• Good knowledge on Microsoft Office Products (Office-365/Office 2013).
• Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi)
• Basic skills on Printer support.
• Conference Room Audio & Video support.
• Good interpersonal skills.
• Worked on ticketing tool eg SNOW, HP OpenView.

Requirements

• Proven work experience as a Technical Support Engineer or Desktop Support Engineer
• Proven experience with Windows/Mac OS environments.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to non-technical staff
• Graduate in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft or similar technologies is a plus