Desktop Services Associate

What you will do:

Workstation Management

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.
• Hardware asset tracking & reporting.
• Other technical configuration, support & administrative tasks as assigned.
• Level 2 Technical (“Break/Fix”) Support.
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites.
• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.).
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools).
• Support ticket & SLA management using common enterprise tools such as Service Now, Remedy, etc.
• General user community technology guidance, recommendations & education.

• Incident management, including response, tracking & reporting for areas of responsibility.
• Manage local site logistics including storage room, organizing inventory, shipping and receiving.
• Ability to lift up to 50 pounds.
• Able to sit or stand for extended periods of time.
• Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests.
• Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices.
• Ongoing process/solution analysis and improvement.

• 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.
• 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).
• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.).
• 5+ years providing support for Windows 11. Windows Server experience a plus.
• 5+ years providing support for MS Office and all major component applications.
• 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.).
• 5+ years providing on site & remote technical support for workstations, applications and networking technologies – in medium to large organizations.
• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.
• Familiarity with a range of ticket/incident management systems, specifically Service Now.
• Microsoft Active Directory administration.
• Ability to coordinate tasks with vendors to meet service targets & project deadlines.
• Ability to prioritize & multi-task in a fast-paced/demanding environment.
• Ability to work independently or as part of a team to meet deadlines.
• Strong analytical & problem-solving.
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.
• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

• Experience with Windows 11.
• Experience Microsoft Autopilot.
• Executive Support.
• Experience with Lenovo laptops.

The base hourly range for this role is $29.80 - $37.00, plus a competitive performance-based bonus. Base hourly range depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.

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