Desktop Support Technician II

Denovo; Mount Juliet (TN); On-site; USD 45,000 - 65,000; Full time

Job summary

Denovo, a leader in ERP application management, seeks a Desktop Support Technician II for their Nashville team. This role involves providing technical support to internal associates and clients, managing user accounts, and ensuring optimal computer operations. Candidates should be self-starters capable of thriving in a fast-paced environment while delivering excellent customer service.

Qualifications

• Self-starter with ability to manage multiple tasks.
• Strong customer service attitude.
• Ability to work under pressure.

Responsibilities

• Provide technical assistance and support for incoming queries.
• Install, modify, and repair computer hardware and software.
• Maintain accurate help desk request records.

Skills

Technical support

Problem-solving

Customer service

Multi-tasking

Time management

Job description

About Denovo

Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified, proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies. The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.

We are currently adding a Desktop Support Technician II to our team in Nashville, TN. This position is in-person, on-site.

Summary:

The Desktop Support Technician II will provide technical support to both internal associates and clients for technical inquiries received via telephone, email, web portal, or in person. This role ensures proper computer operations so that end users can accomplish organizational tasks. Responsibilities include receiving, prioritizing, documenting, and actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts among several systems. The successful candidate must be a self-starter, manage multiple tasks simultaneously, own deliverables end to end, prioritize workload effectively, and thrive in a dynamic environment. This individual must also work well under pressure to meet ongoing and overlapping deadlines within abbreviated time constraints while maintaining a "customer service" attitude

Duties:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Walk customers through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• Create and manage new user accounts among several systems.
• Maintain timely and accurate help desk request records using the ticketing system.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue resolution.
• Monitor licensing utilization and hardware inventory.
• Test pending software updates.
• Be an active learner, taking part in continuous education opportunities.
• Perform other duties as assigned.
• Answer incoming customer calls and work tickets with a high-resolution rate for assigned areas of expertise.
• Troubleshoot access and technical issues while gathering pertinent information to resolve or escalate the problem