WARREN,OH - DESKTOP SUPPORT TECHNICIAN

Heunets Inc; Warren, Northern (OH, KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Heunets Inc. is seeking a Desktop Technician to deliver onsite hardware/software support, answer calls, troubleshoot, and document steps in our ticketing system. The role requires collaboration with supervisors to maintain consistency across IT Support Center shifts.

Responsibilities include imaging Windows/Mac devices, asset tagging, depot operations, and coordinating with vendors for repairs, while providing excellent customer service and adapting to change in a dynamic environment.

Qualifications

• Prefer 3-5 years IT experience with hardware/software basics.
• Proficient with Windows and Macintosh platforms and MS Office suite.
• Imaging Windows 10 OS and basic network concepts (TCP/IP, Ethernet).
• Experience with call center or help desk environments is a plus.
• Strong customer service, written and verbal communication.

Responsibilities

• Provide day-to-day onsite hardware/software support to employees and new hires.
• Answer inbound calls, troubleshoot, document steps in ticketing system.
• Coordinate with supervisors to ensure consistency across shifts.
• Open/close service requests; classify, assign, and track incidents.
• Asset tagging and entering equipment into asset management system.
• Coordinate with external vendors for dispatch and repairs.
• Produce weekly reports on inventory and hardware outflows.
• Assist with inventory management and depot operations.

Skills

Customer service

Organizational skills

Communication skills

Teamwork

Call center experience

Aptitude for learning

Education

MCP Certification

A+ Certification

Tools

Ticketing system

Asset management system

Remote support tools

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