GREENSBURG, IN - Desktop support Technician Level II

Heunets; Greensburg (IN); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Desktop Technician to provide exceptional local and remote support. In this dynamic role, you will troubleshoot hardware and software issues, ensuring smooth operations across all shifts. Your expertise in Windows Desktop support and strong customer service skills will be vital as you engage with clients and maintain operational consistency. Join a fast-paced environment where adaptability and teamwork are key, and make a significant impact by resolving technical challenges and enhancing user experiences.

Qualifications

• 3-5 years of relevant experience in Windows Desktop support.
• Experience with Windows 7-10 and Microsoft Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.

Responsibilities

• Provide day-to-day desktop support and troubleshoot hardware/software issues.
• Install, upgrade, and troubleshoot Windows and Microsoft Office applications.
• Work with third-party vendors to resolve complex AV issues.

Skills

Windows Desktop Support

Troubleshooting

Customer Service

Microsoft Office 2010

Network Connectivity

Analytical Skills

Multi-tasking

Communication Skills

Education

Bachelor’s Degree in Computer Science

CompTIA A+

Microsoft Certified Professional (MCP)

Tools

Active Directory

Helpdesk Ticketing Systems

Mobile Device Management

Enterprise Anti-virus Solutions

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 for customer's core operating systems and platforms, and support desktop fault resolution for the approved application suite.
5. The ideal candidate should have 3-5 years of relevant experience in Windows Desktop support.
6. a) Provide first/second level contact and problem resolution for customer issues.
7. b) Work with Third Party Vendors to remediate complex AV issues as needed.
8. c) Provide timely communication on issue status and resolution.
9. d) Maintain ticket updates for all reported incidents.
10. e) Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
11. f) Have basic knowledge of Mac operating systems to support Apple PC users.
12. g) Install, upgrade, support, and troubleshoot printers and computer hardware.
13. h) Perform general preventative maintenance tasks on computers, laptops, and printers.
14. i) Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
15. j) Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
16. k) Possess broad IT experience with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
17. l) Be able to work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Candidate Minimum Qualifications and Skills:

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