Desktop Support Technician II - Mesa, United States - Insight Global

Description

The Desktop Support Technician II role is to provide a single point of contact for internal end users (customers) to receive support and maintenance within the organization.

This includes installing, maintaining and upgrading all PC hardware, mobile devices and equipment to ensure everything functions as it should.

The person will also do basic troubleshooting (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance when/where required.

Day to Day:
Desktop computer support

Address user tickets regarding hardware, software and networking (Basic troubleshooting issues from the support ticketing system)

Guide users with step-by-step instructions (help create technical documentation and manuals)

Follow up with internal customers to ensure work stations are functional (validate the mounted drives are available, printer services are working, email is available)

Conduct remote troubleshooting (ask targeted questions to diagnose problems, test alternative solutions until issue is resolved, direct unresolved issues to the next level of support personnel, record technical issues and solutions in logs)

Mobile device support

Mobile phone configuration (assign phone to specific user, configure email, deploy required applications, set device security, validated by level III tech)

Tablet configuration (assign tablet to specific user, configure required applications, device security, validated by level III tech)

Asset inventory management

Enter new equipment into tracking system database (receives equipment, deploys asset tag, records equipment specifications and serial numbers)

Retires out of date equipment securely (retires equipment from the asset database, stores equipment securely until ready for proper disposal)

Audits systems for proper security software and configurations (as assigned by the IT Manager)

Computer setup

Computer imaging (use of MDT to apply the current image, using the computer naming standard, creation of the user account and accesses)

Software installation (install user specific software per user manager instructions)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Bachelors Degree in IT or related field

Past Desktop Support experience in the construction industry
2+ years experience as a Desktop Support Technician or similar role

Excellent verbal and written communication skills

Experience with current Windows OS

Experience with Microsoft O365, Apple IOS, Citrix, VMWare, MDM environment.

Experience in responding to ticket-based support system