Desktop Support Technician I

AmTrust Financial Services Inc.; Chicago (IL); On-site; USD 125,000 - 150,000; Full time

Job summary

AmTrust Financial is seeking a Desktop Support Technician to provide high-quality IT support for end-users. This role involves troubleshooting hardware and software issues, maintaining optimal workstation performance, and collaborating with various IT teams. The ideal candidate will have experience in desktop support and a strong customer service focus. AmTrust offers a competitive compensation package with excellent benefits and opportunities for career advancement.

Benefits

Medical & Dental Plans

Life Insurance

401k Savings Plans

Paid Time Off

Qualifications

• 2-3 years of experience in IT Desktop Support.
• A+ Certification highly desirable.
• Experience with Windows 10.

Responsibilities

• Provide high quality, service focused support to end users.
• Troubleshoot and resolve complex IT issues.
• Document incidents in the company ticketing system.

Skills

Customer Service

Troubleshooting

Documentation

Education

Associates degree

Tools

ServiceNow

Microsoft Office Applications

Adobe Acrobat

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 a 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.

Responsibilities

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.

• 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)

The salary range for this role is $24.00-$28.75/hr . This range is only applicable for jobs to be performed in Chicago. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics. This range may be modified in the future.

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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.