Desktop Support Technician I

AmTrust Financial; Scottsdale (AZ); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Desktop Support Technician to join their dynamic IT team. This role involves providing exceptional end-user support, troubleshooting complex issues, and ensuring optimal workstation performance. The ideal candidate will have a strong background in IT Desktop Support, with expertise in Windows 10 and Microsoft Office applications. You will work collaboratively with various departments while maintaining high service standards. Join a company that values diversity and offers excellent career advancement opportunities in a fast-paced environment.

Benefits

Medical & Dental Plans

Life Insurance

401k Savings Plans

Paid Time Off

Qualifications

• 2-3 years of experience in IT Desktop Support focusing on end-user services.
• A+ Certification is highly desirable for this role.

Responsibilities

• Provide high-quality, service-focused support to end-users.
• Install, diagnose, repair, maintain, and upgrade PC hardware and software.

Skills

IT Desktop Support

Windows 10

Microsoft Office Applications

Help Desk ticketing systems (ServiceNow)

A+ Certification

Education

Associates degree or equivalent experience

Tools

ServiceNow

Cisco Jabber

Adobe Acrobat

Job description

Desktop Support Technician I

Job Locations

US-AZ-Scottsdale

Requisition ID

JR1003952

Category

Information Technology

Position Type

Regular Full-Time

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)

#AmTrust

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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.

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