Hebron, KY- Desktop Support Technician II

Heunets; Town of Hebron (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in IT support is seeking a Desktop Support Technician to provide onsite support and troubleshooting for hardware, software, and applications. The ideal candidate will have a strong background in IT, excellent communication skills, and the ability to adapt in a fast-paced environment. This role involves direct customer interaction, managing support tickets, and collaborating with vendors to resolve complex issues. If you have a minimum of 18 months of IT experience and a passion for helping others, we want to hear from you!

Qualifications

• Minimum of 18 months of IT experience required.
• Experience with Windows 7-10 and MS Office 365 is essential.
• Basic knowledge of Mac OS and iOS/Android management preferred.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Install, upgrade, support, and troubleshoot Windows OS and applications.
• Maintain ticket updates for all reported incidents.

Skills

Problem-solving

Troubleshooting

Communication

Customer service

Multi-tasking

Education

Background in Computer Science or related fields

Tools

Microsoft Active Directory

Helpdesk ticketing systems

Windows OS

Enterprise anti-virus solutions

Mobile device management

Job description

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.

The Desktop Technician will provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

RESPONSIBILITIES

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 Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
6. Install, upgrade, support, and troubleshoot printers and computer hardware.
7. Perform general preventative maintenance tasks on computers, laptops, and printers.
8. Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
9. Use diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software.
10. Possess broad IT experience with a basic understanding of networks, servers, audio/visual equipment, smart devices, and telecoms.
11. This position requires the ability to work in a project-based environment, demonstrating flexibility and teamwork. Candidate should be willing to perform other duties as assigned.

Ideal candidates must have the following qualifications and skills:

1. Background knowledge in Computer Science or related fields.
2. Minimum of 18 months of IT experience.
3. 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.
4. Basic knowledge of Mac OS to support Apple PC users.
5. Experience with mobile device management including iOS and Android, 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.