End-User IT Support Technician (Windows, Mac & Mobility)

AmTrust Financial Services Inc.; Cleveland (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

401k Savings Plans

Job summary

AmTrust Financial Services is seeking a Desktop Support Technician to join the IT End User Services team in Cleveland. You will support desktop/laptop hardware, software, and mobility platforms, both on-site and remotely, following IT and Security standards.

Responsibilities include troubleshooting, documenting incidents in ServiceNow, and collaborating with other IT groups. Associates degree or 2-3 years of experience are acceptable; A+ certification is desirable.

Qualifications

• Associates degree or 2-3 years IT Desktop Support experience
• A+ Certification is highly desirable
• Experience with Windows 10
• Knowledge of 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

A+ Certification

Windows 10

End user support

Microsoft Office

ServiceNow

Help Desk

Active Directory

TCP/IP

Cisco Jabber

VPN

Education

Associates degree

Tools

ServiceNow

Job description

AmTrust Financial Services is seeking a Desktop Support Technician to join the IT End User Services team in Cleveland. You will support desktop/laptop hardware, software, and mobility platforms, both on-site and remotely, following IT and Security standards.

Responsibilities include troubleshooting, documenting incidents in ServiceNow, and collaborating with other IT groups. Associates degree or 2-3 years of experience are acceptable; A+ certification is desirable.