WARREN,OH - DESKTOP SUPPORT TECHNICIAN

Heunets; Warren (OH); On-site; USD 42,000 - 52,000; Full time

Job summary

Heunets is seeking a Desktop Technician to provide day-to-day onsite desktop support, troubleshoot hardware, software, and applications, and document steps in our ticketing system. You will receive inbound calls and escalate issues to supervisors to ensure consistent service across shifts in the IT Support Center.

The role requires strong customer service, ability to learn quickly in a dynamic environment, and hands-on experience with Windows and Mac platforms.

Qualifications

• Experience supporting Windows and macOS devices.
• Experience imaging Windows 10 OS.
• Strong customer service and call center experience.
• Ability to lift up to 50 pounds and handle physical requirements.
• Familiarity with inventory management and asset tracking.

Responsibilities

• Provide onsite hardware/software support to employees and new hires.
• Answer inbound calls, troubleshoot, and document steps in a ticketing system.
• Coordinate with supervisors and managers to ensure consistency across shifts in the IT Support Center.
• Assist in weekly reports and inventory management tasks.
• Provide VIP and executive support as needed.

Skills

Windows OS

Remote support

Customer service

Asset management

Printer support

Hardware troubleshooting

VIP support

Team collaboration

Office suite

Education

A+ certification

MCP certification

Tools

Ticketing system

Microsoft Office

Outlook

Windows Imaging

Asset management system

Job description

Desktop Technician will provide day to day onsite desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

RESPONSIBILITIES:

Provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.

Desired Skills & Experience Responsibilities:

• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
• Printer break-fix and installation
• Disposal, redeployment and Asset reclaim
• Shipping coordination
• Data Backup and Data Recovery coordination
• Hardware Refresh
• Warranty and Out-of-warranty repair and replacement
• Depot Services
• Walk Up Support
• Spare parts management
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for dispatch support
• Identify and resolve hardware and software application conflicts
• Open and close service requests, as well as manage the classification, assignment, tracking,
• and completion of requests or incidents
• Responsible for asset tagging and entering all incoming equipment into our asset
• management system
• Collaborate with cross functional teams to properly onboard incoming new hires
• Ensure that hardware is properly assigned and updated into our management system
• Provide weekly reports on physical inventory counts as well as record weekly outflows of
• hardware equipment
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
• Ensure that resolutions are consistent with company standards and policies
• Requirements/Qualifications:
• Prefer 3-5 years IT experience, including technical training
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office
• suite of applications
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Networked printer experience (queue creation, server maintenance, etc.)
• Experience in using PC-based word processing, presentation, and e-mail software preferred
• Experience with using PC-based spreadsheet software sufficient to develop formulas,
• complete calculations across multiple worksheets, and use functions preferred
• Ability and willingness to work extended hours or a modified schedule to support planned
• activities or emergency situations
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Experience working in or supporting a call center or help desk environment
• MCP and or A+ Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment
• Able to lift up to 50 pounds
• Own car for transportation (mileage will be reimbursed by policy)
• Valid drivers license