Service Desk L2

SmartRecruiters, Inc.; Cary (NC); On-site; USD 42,000 - 66,000; Full time

Job summary

SmartRecruiters, Inc. is seeking an experienced IT/Desktop Support Technician to install, configure, and troubleshoot Windows workstations and peripherals. You will provision OS and software, use remote tools, and deliver hardware to end users in Cary, NC.

The role requires strong customer service, documented processes, and advanced troubleshooting, including Active Directory, SCCM, and printer support, with a focus on reliability and end-user satisfaction.

Qualifications

• Experience providing desktop support in an enterprise environment.
• Proficient with Windows operating systems and Microsoft Office.
• Familiarity with SCCM, GPO, and Active Directory.

Responsibilities

• Install and configure Windows PCs and peripherals for end users.
• Move and deploy equipment using carts and vehicles.
• Use remote desktop and ticketing systems to resolve incidents and document work.

Skills

Desktop support

Customer service

Windows OS proficiency

Troubleshooting skills

Remote desktop

Tools

SCCM

GPO

Active Directory

Remoting tools

Job description

Job Description

• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
• Safely move equipment point to point using wheeled carts and vehicles.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
• Ability to use remote desktop connectivity applications
• Working knowledge of imaging utilities such as Ghost, SCCM, etc
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Ability to provision wireless devices.(E.g. Blackberry, Android, and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft application.
• Demonstrated proficiency for installation of desktop software.
• Working knowledge of Microsoft Active Directory and GPO
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant, demonstrated experience with Microsoft Windows operating systems
  • Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
  • Servers: 2012, 2008 r2, 2008, 2003, 2000
• Functionally capable with Apple OS X
• Advanced troubleshooting skills with hard drive encryption software
• Advanced level skills in the Microsoft Office Suite:
  • Word, Excel, PowerPoint, Outlook configuration issues with Exchange
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Demonstrate proficiency in using applications in the Micron environment – MTGroups, BMC Remedy, Projects, Processes, etc.
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools.
• Strong software installation and support skills.
• Disciplined, systematic problem solving skills required.

Additional Information

5+ Years Experience Mandatory