Desktop Support Technician II

Kforce Inc; Tucson (AZ); On-site; USD 30,000 - 41,000; Full time

Job summary

Kforce is seeking a Desktop Support Technician II for our client in Tucson, AZ. This onsite role covers front-line walk-up support, troubleshooting on Mac and Windows laptops, and hardware replacements for retail locations, with weekend coverage during peak seasons.

Responsibilities include level 2 technical support, incident triage, asset management, and documented resolutions. A Bachelor's degree or 5+ years of end-user support is required; Google Workspace and ServiceNow experience are highly

Qualifications

• Bachelor's degree or 5+ years of end-user technical support experience in a fast-paced environment.
• Experience with Google Workspace (Gmail, Sheets, Docs, Slides).
• Strong knowledge of Mac and Windows laptops and desktops, with ability to triage issues and perform hardware repairs.
• Advanced knowledge of ServiceNow, working queues and asset management module.

Responsibilities

• Perform level 2 tech work at the local site level supporting customers with questions, installations, and troubleshooting issues on company distributed laptops.
• Support the Live Expert program break/fix process, including triage, repair, vendor and warranty coordination, and timely ticket resolution.
• Support retail program break/fix and refresh, in support of retail program build outs and ongoing support.
• Ability to troubleshoot and perform root cause analysis on computer problems across Mac and Windows laptops and desktops, and configure and troubleshoot wired and wireless connectivity.
• Perform program testing for Live Expert and retail hardware and configurations.
• Handle escalations and investigations, including asset management inquiries for legal and compliance.
• Provide weekend support coverage
• Perform asset management activities: inventory tracking, device lifecycle management and documentation.
• Troubleshoot returned devices and prepare equipment for end-of-life processing and eWaste disposal as needed
• Provide technical assistance and training to system users, and support additional departmental tasks as assigned

Skills

Mac and Windows hardware Troubleshoot

Customer service

On-site support

Incident triage

Education

Bachelor's degree or 5+ years end-user support

Tools

Google Workspace

ServiceNow

Job description

Responsibilities

A client with Kforce is seeking a Desktop Support Technician II to join their team in Tucson, AZ. Overview: This onsite role combines hands-on IT technician work including front-line walk-up customer support, support of our Live Expert and retail programs, break/fix, refresh, testing and root cause analysis for computer problems, and manufacturer repair needs. The role includes support of retail location build outs and ongoing hardware replacements for these locations. Weekend support coverage is part of the role, as this position is critical to peak season coverage. Key Responsibilities:

• Perform level 2 tech work at the local site level supporting customers with questions, Installations, and troubleshooting issues on company distributed laptops
• Support the Live Expert program break/fix process, including triage, repair, vendor and warranty coordination, and timely ticket resolution
• Support retail program break/fix and refresh, in support of retail program build outs and ongoing support
• Ability to troubleshoot and perform root cause analysis on computer problems across Mac and Windows laptops and desktops, and configure and troubleshoot wired and wireless connectivity
• Perform program testing for Live Expert and retail hardware and configurations
• Handle escalations and investigations, including asset management inquiries for legal and compliance
• Perform asset management activities: inventory tracking, device lifecycle management and documentation
• Troubleshoot returned devices and prepare equipment for end-of-life processing and eWaste disposal as needed
• Provide technical assistance and training to system users, and support additional departmental tasks as assigned

Responsibilities

A client with Kforce is seeking a Desktop Support Technician II to join their team in Tucson, AZ. Overview: This onsite role combines hands-on IT technician work including front-line walk-up customer support, support of our Live Expert and retail programs, break/fix, refresh, testing and root cause analysis for computer problems, and manufacturer repair needs. The role includes support of retail location build outs and ongoing hardware replacements for these locations. Weekend support coverage is part of the role, as this position is critical to peak season coverage. Key Responsibilities:

• Perform level 2 tech work at the local site level supporting customers with questions, Installations, and troubleshooting issues on company distributed laptops
• Support the Live Expert program break/fix process, including triage, repair, vendor and warranty coordination, and timely ticket resolution
• Support retail program break/fix and refresh, in support of retail program build outs and ongoing support
• Ability to troubleshoot and perform root cause analysis on computer problems across Mac and Windows laptops and desktops, and configure and troubleshoot wired and wireless connectivity
• Perform program testing for Live Expert and retail hardware and configurations
• Handle escalations and investigations, including asset management inquiries for legal and compliance
• Provide weekend support coverage
• Perform asset management activities: inventory tracking, device lifecycle management and documentation
• Troubleshoot returned devices and prepare equipment for end-of-life processing and eWaste disposal as needed
• Provide technical assistance and training to system users, and support additional departmental tasks as assigned

Requirements

• Bachelor's degree or 5+ years of end-user technical support experience in a fast-paced corporate or enterprise environment; Prior desktop support (PC and Mac), IS technician or IT support experience is required
• Experience with Google Workspace (Gmail, Sheets, Docs, Slides)
• Strong knowledge of Mac and Windows laptops and desktops, with the ability to triage issues and perform hardware repairs
• Advanced knowledge of ServiceNow, working queues and experience with the asset management module
• Strong customer service, interpersonal and communication skills with technical and non-technical users, verbal and written
• Ability to manage multiple tasks in a fast-paced, queue-driven environment, including peak season demand
• Ability to work onsite in Tucson, AZ, Monday - Friday, and support work from home weekend coverage

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.