Onsite Desktop Support Technician (Windows & Mac)

TEKsystems; San Diego (CA); On-site; USD 34,440 - 41,328; Full time

Benefits offered by this job

Medical, dental & vision

401(k) retirement plan

Life Insurance

Disability insurance

PTO / Paid time off

Job summary

TEKsystems is seeking a Desktop Technician for a contract-to-hire role in San Diego, CA. You will provide Level 2 hardware and software support for 1500+ desktops, laptops, and peripherals, resolving issues across MS Office, Windows, and VPN in a fast-paced environment.

You will document tasks, assist with equipment moves, printer maintenance, and contribute to knowledge base articles while adhering to ITIL processes and desktop standards.

Qualifications

• 2+ years of tech support experience including Windows and Mac
• Experience with workstation setup, refreshes, conference room support, networking
• Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.

Responsibilities

• Provides Tier 2 support for end-user computing devices for employees and contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards.
• Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and high-level support.
• Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Skills

Windows/Mac support

Active Directory

Microsoft Office 365

VPN remote access

ITIL/ITSM knowledge

Customer service

Education

Associate degree / certificate or boot camp in CS or equivalent

Tools

Active Directory

Microsoft Office 365

VPN

Job description

TEKsystems is seeking a Desktop Technician for a contract-to-hire role in San Diego, CA. You will provide Level 2 hardware and software support for 1500+ desktops, laptops, and peripherals, resolving issues across MS Office, Windows, and VPN in a fast-paced environment.

You will document tasks, assist with equipment moves, printer maintenance, and contribute to knowledge base articles while adhering to ITIL processes and desktop standards.