GREENSBURG, IN - Desktop support Technician Level II

Heunets; Greensburg (Westmoreland County); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Desktop Technician to provide exceptional local and remote support. This role involves troubleshooting hardware and software issues, maintaining ticket updates, and working with third-party vendors to resolve complex AV problems. The ideal candidate will have a strong background in Windows Desktop support and excellent customer service skills. Join a dynamic team in a fast-paced environment where your contributions will directly impact operational efficiency and customer satisfaction. If you thrive on challenges and possess a proactive mindset, this opportunity is perfect for you.

Qualifications

• 3-5 years of experience in Windows Desktop support.
• CompTIA A+ or Microsoft Certified Professional certification required.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Install, upgrade, support, and troubleshoot Windows operating systems.

Skills

Windows Desktop Support

Troubleshooting

Customer Service

Microsoft Office 365

CompTIA A+

Microsoft Certified Professional

Multi-tasking

Analytical Skills

Education

Bachelor’s Degree in Computer Science

Tools

Active Directory

Helpdesk Ticketing Systems

Cisco Jabber

Job description

Desktop Technician will:

1. Provide day-to-day local and remote 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.
2. Facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
3. Provide Break Fix, fault diagnosis, and resolution.
4. Provide fault analysis to customer's various core operating systems and platforms, as well as support and apply desktop fault resolution for the approved application suite.
5. The ideal candidate should have relevant 3-5 years of experience in Windows Desktop support.

Responsibilities include:

1. Provide first/second level contact and problem resolution for customer issues.
2. Work with third-party vendors to remediate complex AV issues as needed.
3. Provide timely communication on issue status and resolution.
4. Maintain ticket updates for all reported incidents.
5. Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
6. Support basic knowledge of Mac operating systems to assist Apple PC users.
7. Install, upgrade, support, and troubleshoot printers and computer hardware.
8. Perform general preventative maintenance tasks on computers, laptops, and printers.
9. Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
10. Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
11. Possess broad IT experience with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
12. Work effectively in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Candidate Minimum Qualifications and Skills:

1. Bachelor’s Degree or equivalent in Computer Science or a related field.
2. CompTIA A+, Microsoft Certified Professional (MCP), or higher.
3. Minimum of 18 months of IT experience.
4. Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
5. Knowledge of mobile device management including iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
6. Proven analytical, troubleshooting, and problem-solving skills.
7. Ability to multi-task, prioritize effectively, and meet SLAs.
8. Excellent communication, relationship-building, and internal customer service skills.
9. Adaptable and flexible in a fast-changing industry and work environment.
10. Willing to work off-hours and weekends when required for projects or emergency support.