Sr. Desktop Support Specialist

YUM; Louisville (KY); On-site; USD 65,000 - 76,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

YUM! in Louisville is seeking a self-starter to join our Support Services Delivery team, providing top-tier PC/Mac support for 650+ users.

This is onsite, second-line support focused on troubleshooting, analysis, and incident resolution to ensure exceptional customer experience. You will coordinate with hardware asset management, assist with network and video conferencing support, and help train and test new technologies to boost team productivity.

Qualifications

• 2+ years of experience providing technical support for hardware and software.
• Experience with Windows, macOS, AD, and Microsoft 365.
• Strong communication and customer service skills.
• On-site work required in Louisville, KY 4 days a week.

Responsibilities

• Provide second-line PC/Mac support, troubleshoot and resolve incidents.
• Assist with hardware asset management and stock reconciliation.
• Support video conferencing tools and training technologies.
• Document IT processes and test new technologies.

Skills

Technical support

Windows

macOS

Active Directory

Microsoft 365

Mobile devices

Video conferencing

Customer service

On-site availability

Physical lifting

Tools

Microsoft Teams

Zoom

Webex

Job description

Building global, iconic brands people trust and champion

YUM!

Onsite

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 ServicesDelivery team and make a significant impact by offering top-tier PC/Macsupport. In this critical role, you will troubleshoot, analyze, and resolve incidents affecting the computers of all Global Yum! Brands, Inc. team members, ensuringexceptionalcustomer experience. You will be part of the second line of PC/Macsupport, with additional responsibilities that include administrative Networksupport,Video Conferencing support,andinvolve partnership with the Hardware Asset Management team for local Hardware Asset Managementduties.This role also involves training and testing innovative technologies to enhance team productivity and efficiency.

Responsibilities:

• Provision,install, troubleshoot/analyze,repair,andupgradecomputers usingstandard systems analysis techniques and procedures.Including modificationWindows OSregistry entriesandmacOSPLISTfiles, among otherOS files.
• Build relationships with other on-site technicians as well as providepositivecustomer experience with each customer interaction,650+ users.Includesconsultingwithusers onspecificsoftware/hardwarerequiredtofit their businessneeds.
• Knowledge ofvideo conferencing tools (Microsoft Teams, Zoom,Webex,etc.)
• Resolve, escatel, and document ServiceNow Incidents and Tasks in a timely manner while working across multiple support and strategy teams to resolve escalated issues.
• Createand maintainIT documentation of processes and proceduresto test,analyze, and resolveissuesin a timelyand efficientmanner.
• 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.
• 2+years of experience providing technical support fora wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows,MacOS, Active Directory,Microsoft365,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 toliftupto30lbs.
• MUST BE ONSITE 4 days a week in Lousville.

Preferred Requirements:

• CompTIAA+ Certified.
• 1year of experience withthemacOS operating system.
• Preference for appropriate Microsoft Certification(s) or equivalent experience including:
• Microsoft 365 Certified: Modern Desktop 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.