Remote Desktop Support Technician – End User IT

AmTrust Financial Services Inc.; Inwood (TX); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking a Desktop Support Technician to join the End User Services team. You will deliver hands-on and remote support for desktops, laptops, and mobility across Windows and Mac platforms, while adhering to IT and security standards.

Collaborate with IT groups and business units, document incidents in ServiceNow, and escalate issues as needed. The role requires 2-3 years of desktop support experience and a customer-focused approach in a fast-paced environment.

Qualifications

• Associates degree or equivalent IT experience.
• 2-3 years IT Desktop Support with end-user focus.
• A+ Certification desirable.
• Experience with Windows 10 and Microsoft Office.
• Familiarity with ServiceNow help desk systems.

Responsibilities

• Provide high quality end-user support in person, by phone, or email for onsite and remote users.
• Troubleshoot issues and provide end-user assistance.
• Resolve complex issues with other teams; identify root cause.
• Follow up with customers to ensure needs are met.
• Install, diagnose, repair, and upgrade PC hardware and software.
• Provide desktop/laptop maintenance and mobility platform support (iOS, Android, MacOS and Windows).
• Document incidents in ServiceNow with detailed notes.
• Escalate critical incidents to management when needed.
• Perform stock room audits with IT Asset Mgmt.
• Oversee shipping/receiving of IT hardware.
• Work independently while being a collaborative team member.
• Follow SOPs around process and documentation.
• May require overtime.

Skills

2-3 years IT Desktop Support

A+ Certification

Windows 10

Office Applications

ServiceNow

Education

Associates degree or equivalent IT experience

Tools

Adobe Acrobat

VPN Clients

Cisco Jabber

Active Directory

TCP/IP basics

Cisco Phones

Soft Phones

Job description

AmTrust Financial Services is seeking a Desktop Support Technician to join the End User Services team. You will deliver hands-on and remote support for desktops, laptops, and mobility across Windows and Mac platforms, while adhering to IT and security standards.

Collaborate with IT groups and business units, document incidents in ServiceNow, and escalate issues as needed. The role requires 2-3 years of desktop support experience and a customer-focused approach in a fast-paced environment.