Dynamic Desktop Support Technician – End-User IT

AmTrust Financial Services, Inc.; Cleveland (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services, Inc. is seeking a Desktop Support Technician to join the IT End User Services team. This role supports desktops, laptops, mobility, VoIP, and conferencing, both on-site and remotely, ensuring stable operations across the enterprise.

You will troubleshoot, repair, and document incidents using ServiceNow, collaborate with global teams, and contribute to security standards while providing excellent end-user service.

Qualifications

• 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

Responsibilities

• 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.

Skills

End user support

Remote support

Troubleshooting

Windows 10 experience

Education

Associate degree (or relevant experience)

Tools

ServiceNow

Active Directory

VPN Clients

Cisco Jabber

Job description

AmTrust Financial Services, Inc. is seeking a Desktop Support Technician to join the IT End User Services team. This role supports desktops, laptops, mobility, VoIP, and conferencing, both on-site and remotely, ensuring stable operations across the enterprise.

You will troubleshoot, repair, and document incidents using ServiceNow, collaborate with global teams, and contribute to security standards while providing excellent end-user service.