Helpdesk Support Technician

Magnit, Inc.; Washington (District of Columbia); On-site; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Desktop Support Technician to join their Global Services Desk team. In this fully onsite role, you will provide essential frontline support for desktop computers and mobile devices, ensuring a seamless user experience. Your responsibilities will include managing IT support requests, assisting with equipment setup for new employees, and maintaining user accounts. With a strong focus on customer service and problem-solving, you will play a crucial role in enhancing the technology experience for users across the organization. If you thrive in a dynamic environment and are passionate about technology, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan

Qualifications

• 3-5 years in desktop/helpdesk support with strong troubleshooting skills.
• Experience with asset refresh and end-to-end data transfers for Mac and Windows.

Responsibilities

• Provide IT support to local and remote users via ticketing system.
• Assist with installation and configuration of laptops and peripherals.
• Create knowledge base articles and maintain user accounts.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication Skills

Technical Support

Tools

ServiceNow ITSM

Active Directory

MS Office

Office 365

SharePoint

OneDrive

MS Intune

Jamf

Job description

This is a contract role through Magnit Global for a premier provider of networking and security solutions in the US. This is a FULLY ONSITE role in Tacoma, WA.

Job Title: Desktop Support Technician

Job Overview:

In this role, you will provide frontline user support for desktop computers, applications, mobile devices, and related technology as part of the Global Services Desk (GSD) team. You will be part of the team managing end-to-end user support functions comprised of client computing, IT asset management, GSD operations, and site support. The team has a diverse and unique skill set, which serves as a learning platform for all GSD members. Beyond the day-to-day tasks, you will improve the user experience by making sound judgments when making decisions.

You are the ideal candidate if you are self-motivated and highly customer-focused, able to process a significant amount of support requests, change gears quickly, and balance numerous tasks in tandem. You have strong communication and problem-solving skills, are reliable and work well with moderate supervision, and are a strong analyst and troubleshooter.

Responsibilities:

1. Provide day-to-day IT support to local, remote offices and global users using a ticketing system in person and via email and instant messaging.
2. Assist staff with installation, configuration, and ongoing usability of laptop computers, as well as peripheral equipment and software.
3. Image, build and set up user accounts, as well as deploy and support computers for new employees.
4. Collect equipment from departing employees and add it to the tracking database.
5. Assist in IT needs for staff or executive meetings.
6. Create knowledge base articles.
7. Maintain user accounts in programs such as AD, SSO, etc.
8. Significant focus on AV Room support, preferably MS Teams.

Requirements:

1. 3-5 years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting and technical problem solving while providing outstanding customer service.
2. Experience with asset refresh.
3. Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems.
4. Experience using ServiceNow ITSM tools.
5. Strong knowledge of MS Office, Office 365/Outlook, SharePoint/OneDrive.
6. Demonstrated proficiency with Active Directory and remote support tools.
7. Solid troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting.
8. Excellent customer service focus in all aspects of work.
9. Ability to support Okta SSO/MFA.
10. Knowledge of endpoint management platforms like MS Intune and Jamf is desirable.
11. Ability to follow and create knowledge base articles.

Hourly Pay Rate Range (dependent on location, experience, expectation):

• The pay range that Magnit reasonably expects to pay for this position is: $32-$46/hour W-2.
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).