The Onsite Desktop Support Technician will work in a team environment to provide in-depth procedural and technical computer end-user support with the highest level of customer satisfaction. The Desktop Support Technician will support and maintain First Brands Group computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal computer performance. The technician will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.
Essential Functions, Job Duties & Responsibilities:
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
- Where required, administer, and resolve issues with associated end-user workstation network software products.
- Ensure that desktop and network connections are in proper working order.
- Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
- If necessary, liaise with third-party support and PC equipment vendors.
- Properly escalate and communicate computer issues in a timely fashion with co-workers, internal analysts, and external vendors to research problems and find solutions.
- Assist other IT Field Techs and cross-functional teams in the resolution of IT related issues for all supported platforms.
- Create incident tickets to document issues and route tickets to appropriate support group for processing.
- Assist in Active Directory and email account creation and maintenance.
- Assist with the image, configuration, and deployment of FBG desktops, laptops, workstations, and phones; set up and configure peripherals as required.
- Prepare hardware for disposal, ensuring hardware is wiped and secured.
- Work on various on-going technology projects as assigned and assist in managing tasks and project documentation.
- Provide after-hours support and participate in the on-call rotation.
- Travel to other First Brand Groups facilities, when deemed necessary by IT management.
- Assists with other duties as directed by management.
Education and/or Experience:
- Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems or related degree program preferred, or the equivalent work experience.
- Minimum of 2-3 years IT experience in service desk/technician function.
- Experience working with people across different geographies, including remote workers.
- Knowledge and experience with Microsoft Technologies (OS, applications, and operational tools).
- Knowledge and experience with virtualization technologies (VMware and Citrix preferred).
- Knowledge and experience with troubleshooting hardware and software.
- Knowledge and experience with ITIL standards.
Skills & Abilities (i.e., technical, knowledge, etc.):
- Independent, highly motivated, skilled in multi-tasking, and strong communication skills (presentation, written and verbal).
- Must be organized, self-motivated, fast paced, able to adapt to change quickly and able to respond to customer’s needs quickly or find the right person to do so.
- Must excel at customer service and be able to interact with employees at various levels of employment and with the diverse pool of employees maintained by a global organization.
- An appropriate candidate will ensure the customer is treated with a high level of professionalism and courtesy regardless of position within the organization.
