Desktop Support Technician II

Heunets | Trusted Partner for Enterprise IT Operations; Avon Lake (OH); On-site; USD 44,000 - 70,000; Full time

Job summary

A leading company in IT services is seeking a Desktop Support Technician II to provide onsite support. This role involves troubleshooting hardware and software issues, maintaining ticket systems, and ensuring effective communication with customers. Ideal candidates will have a solid background in IT and excellent problem-solving skills.

Qualifications

• 3+ years of IT experience required.
• Basic knowledge of Mac OS for support.
• Experience in mobile device management.

Responsibilities

• Provide first/second level contact and problem resolution.
• Install, upgrade, support, and troubleshoot Windows and applications.
• Maintain ticket updates for all reported incidents.

Skills

Troubleshooting

Customer Service

Analytical Skills

Education

Computer Science or related field

Tools

Windows, Microsoft Office 365

Active Directory

Helpdesk Ticketing Systems

Job description

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We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.

Desktop Technician will provide day to day onsite desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with third party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop application.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices and telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Candidate should be willing to perform other duties as assigned.
  
  
  

Ideal Candidates Must Have The Following Qualifications And Skills.

• Background knowledge in Computer science or any related field.
• Minimum of 3yrs of IT experience.
• Experience in Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, helpdesk ticketing systems.
• Basic knowledge of Mac operating system, to support Apple pc users.
• Experience in mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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