Desktop Support Technician Engineering · New York

Boyle Software, Inc.; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Desktop Support Technician for a full-time onsite role in Chicago. The technician will provide exceptional customer service while managing IT equipment, troubleshooting software, and assisting with onboarding processes. This role requires a balance of technical skills and strong communication, catering to the needs of team members and ensuring operational efficiency.

Qualifications

• Experience working in an IT Service Desk environment.
• Configuring and troubleshooting Windows & Mac laptops and desktops.
• Experience with Active Directory, Intune, Exchange and basic network troubleshooting.

Responsibilities

• Provide exceptional customer service at the walk-up service desk.
• Setup and fix IT equipment at desks and labs.
• Document and resolve all ServiceNow tickets in a timely manner.

Skills

Customer Service

Attention to Detail

Communication

Documentation

Team Player

Windows Troubleshooting

Mac Troubleshooting

Active Directory

Network Troubleshooting

Microsoft Office Applications

Office 365 Administration

Education

Bachelors/Associate degree or equivalent experience

Job description

Title: Desktop Support Technician (100% onsite, in accordance with company Covid-19 safety protocols)

Reports to: Associate Manager, Desktop Support

Full Time Role

Here’s What You’ll Do:

• Provide exceptional customer service at the walk-up service desk to resolve incidents immediately and expedite fulfilment of requests.
• Setup and fix IT equipment at desks, conference rooms, print/copy areas, and labs.
• Provide remote support over the phone using remote desktop tools.
• Assist employees with installation, configuration, and troubleshooting of computer hardware – laptops, desktops, peripherals, printers, mobile devices, and conference room technology.
• Install and support desktop software for corporate laptops and lab computers.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Create and administer email, web applications, and file systems.
• Document and resolve all ServiceNow tickets in a timely manner, adhering to established SLAs.
• Manage and meticulously document employee hardware and software license usage.
• Maintain passwords, data integrity, and file system security for the computing environment.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Support in the testing and deployment of new applications and systems.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (“How To”, “FAQ”) and provide end user training.

Requirements:

• Excellent customer service, attention to detail, communication and documentation skills.
• Must be a team player and willing to work “outside the box” to get things done as needed.
• Experience working in an IT Service Desk environment.
• Experience configuring and troubleshooting Windows & Mac laptop and desktop computers.
• Experience with Active Directory, Intune, Exchange, and basic network troubleshooting.
• Experience troubleshooting Microsoft Office applications and administering Office 365 accounts.
• Microsoft Teams, Apple MacBook, and AV Support experience is a plus.
• IT experience in a Biotech GxP facility is a plus.
• Bachelors/Associate degree or equivalent experience.