Sr. Desktop Support Specialist

Yum! Brands; Louisville (KY); On-site; USD 65,000 - 76,000; Full time

Job summary

Yum! Brands is seeking a dedicated PC/Mac Support Technician to join our Support Services Delivery team in Louisville. You will troubleshoot incidents, repair and upgrade computers, and support video conferencing tools while collaborating with onsite staff and asset management.

Must have 2+ years of technical support experience across Windows, MacOS, and Microsoft 365, with strong communication and on-site availability four days per week. Certifications in relevant tech areas are preferred.

Qualifications

• 2+ years of technical support across hardware and software.
• Experience with Windows, macOS, and Microsoft 365.
• Strong communication with clients.
• On-site availability 4 days per week in Louisville.

Responsibilities

• Provide PC/Mac support, install, troubleshoot, and upgrade computers.
• Collaborate with on-site technicians to ensure positive user experience.
• Knowledge of video conferencing tools (Microsoft Teams, Zoom, Webex).
• Document incidents in ServiceNow and coordinate with teams to resolve issues.
• Create IT documentation to test, analyze, and resolve issues.
• Audit stock with Hardware Asset Management and track assets.

Skills

Technical support

Windows

MacOS

Active Directory

Microsoft 365

Mobile devices

Network troubleshooting

Communication skills

On-call

On-site presence

Tools

Microsoft Teams

Zoom

Webex

Job description

Are you a self-starter with a passion for providing exceptional support? We have an outstanding opportunity for you to grow within a renowned organization. Join our Support Services Delivery team and make a significant impact by offering top-tier PC/Mac support. In this critical role, you will troubleshoot, analyze, and resolve incidents affecting the computers of all Global Yum! Brands, Inc. team members, ensuring exceptional customer experience. You will be part of the second line of PC/Mac support, with additional responsibilities that include administrative Network support, Video Conferencing support, and involve partnership with the Hardware Asset Management team for local Hardware Asset Management duties. This role also involves training and testing innovative technologies to enhance team productivity and efficiency.

Responsibilities

• Provision, install, troubleshoot/analyze, repair, and upgrade computers using standard systems analysis techniques and procedures. Including modification Windows OS registry entries and macOS PLIST files, among other OS files.
• Build relationships with other on-site technicians as well as provide positive customer experience with each customer interaction, 650+ users. Includes consulting with users on specific software/hardware required to fit their business needs.
• Knowledge of video conferencing tools (Microsoft Teams, Zoom, Webex, etc.)
• Resolve, escalate, and document ServiceNow Incidents and Tasks in a timely manner while working across multiple support and strategy teams to resolve escalated issues.
• Create and maintain IT documentation of processes and procedures to test, analyze, and resolve issues in a timely and efficient manner.
• Monitor, audit, and reconcile local PC/Mac stock, including peripherals, in partnership with the Hardware Asset Management Team, and assist with locating tagged assets, monitoring redeploy stock, and tracking loaner laptops.

Minimum Requirements

• 2+ years of experience providing technical support for a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android)
• Basic knowledge of network troubleshooting skills.
• Excellent communication skills with clients.
• Able to work flexible hours including being on call.
• Ability to lift up to 30 lbs.MUST BE ONSITE 4 days a week in Lousville.

Preferred Requirements

• CompTIA A+ Certified.
• 1 year of experience with the macOS operating system.
• Preference for appropriate Microsoft Certification(s) or equivalent experience including:
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Role Based: Microsoft Certified: Azure Administrator Associate
• Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST
• Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including:
• Apple Certified IT Professional
• Apple Certified Support Professional
• Jamf Certified Expert
• Jamf Certified Admin
• Jamf Certified Tech
• Jamf Certified Associate

Salary Range: $64,600 to $75,900 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.