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    Desktop Support - Columbus, United States - RennerBrown

    RennerBrown
    RennerBrown Columbus, United States

    2 weeks ago

    Default job background
    Healthcare
    Description

    Responsibilities Include, but are not limited to:

    Technical Support:


    • Provide second-level technical support to end-users regarding hardware, software, and network issues.


    • Respond to incident tickets and inquiries in a timely and professional manner.


    • Troubleshoot and resolve common IT problems, escalating more complex issues to higher-level support as needed.

    User Assistance:


    • Assist end-users with system navigation, software installations, and basic IT-related tasks.


    • Educate users on IT policies, procedures, and best practices.


    • Guide users through problem-solving steps and provide clear instructions.

    Documentation:


    • Create and update documentation for common IT procedures, troubleshooting steps, and solutions.


    • Maintain accurate records of support interactions, resolutions, and system changes.

    Collaboration:


    • Collaborate with other IT teams and departments to address and resolve technical issues.


    • Communicate effectively with team members and management regarding ongoing support activities.

    Security Compliance:


    • Adhere to IT security policies and protocols to ensure the confidentiality and integrity of data.


    • Report security incidents or breaches promptly.

    Knowledge and Skills


    • Preferred relevant experience working with the Ivanti ITSM platform, or similar.


    • Knowledge of basic computer hardware, software, and peripherals including but not limited to:


    • Windows 10


    • Office 365


    • Microsoft Teams


    • SharePoint


    • Virtual Desktops (VMWare)


    • iPhone / iPad support


    • Active Directory administration


    • Microsoft System Center Configuration Manager (SCCM)


    • Printers / Copiers


    • Multi-factor authentication (DUO)


    • Bomgar (Beyond Trust) administration/monitoring


    • Teams supported AV and presentation systems.


    • Experience supporting users in ERP platforms (BST or Deltek) and HRIS systems (Workday) is desirable.


    • Working knowledge of a range of PC, network, and system diagnostic utilities.


    • Knowledge of imaging and software deployment methods.


    • Exceptional written and oral communication skills.


    • Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.


    • Strong documentation and troubleshooting skills.


    • Conduct research into a wide range of computing issues as required.

    Required Experience


    • Minimum of 2 years of related work experience.


    • Bachelors in information technology, related degree, or equivalent experience.


    • Experience working in a medium to large corporate environment.


    • Certifications in ITIL and/or Help Desk Institute helpful.


    • Experience with engineering applications helpful.

    Personal Attributes


    • Proven analytical and problem-solving abilities.


    • Keen attention to detail.


    • Exceptional customer service orientation.


    • Ability to absorb and retain information quickly.


    • Highly self-motivated and directed.


    • Effectively prioritize and execute tasks in a high-pressure environment.


    • Ability to present ideas in user-friendly language.


    • Experience working in a team-oriented, collaborative environment.

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