Service Desk Associate

The Service Desk Associate will provide professional and efficient technical solutions for PC Hardware imaging responsibilities and customer service requests / incidents within the Service Desk team. Under limited supervision, this role will collaborate with all members of the Service Desk to investigate technical problems. The Service Desk Associate will also collaborate with various teams for technical investigations as needed.

• PC Hardware imaging responsibilities and handling customer service requests / incidents within the Service Desk team.
• Troubleshoot customer incidents to resolve PC hardware or technology problems.
• Documenting support related knowledge articles for purpose of improved service quality.
• Troubleshoot complex day-to-day software or hardware problems with desktops and peripherals.
• Provide installation and support of all supported software and hardware, including desktop configurations.
• Troubleshoot Microsoft Windows 11 and future Windows releases of desktop versions.
• Providing courteous and professional communication with clients and internal departments.
• Troubleshoot network connectivity problems for computers.
• Provide project assistance when requested.
• Network configuration and problem solving in Windows and Citrix environments (wired and wireless).
• Provide accurate incident management reporting as required by using ticketing system.
• Keep up-to-date with technical changes that affect user community.
• Any other PC hardware or Service Desk duties as assigned.

The position is predominantly stationary to computer workstation operations. This position is onsite in the office 5 days per week. Manual dexterity and sitting is required in carrying out the position responsibilities (i.e., use of personal computer).

• 2 or more years’ experience in Service Desk/Help Desk environments.
• Experienced in various PC imaging technology and End User Computing tools such as: SCCM (Microsoft Configuration Manager), Windows PE imaging, Service Now, Citrix, Bomgar, Microsoft Office 365, AWS Connect Call Center.
• High technical proficiency in supporting end user equipment types (laptops, desktops, printers, mobile devices, etc.).
• At least 2 years’ experience supporting end users and systems, either on-site and remotely (e.g. Windows 11, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts).
• At least 2 years’ experience supporting various operating systems (Windows 10 or 11, Windows PE imaging)
• Extensive experience using Microsoft Office products (Excel, Word, Outlook, PowerPoint, etc.).
• Experience managing hardware and software assets using IT Asset Management best practices.
• Extensive experiencing troubleshooting wide range of technical issues related to but not limited: applications, files and directories, OS errors, internet issues, etc.

• Experience communicating clearly, professionally, and efficiently with end users and business partners.

• Strong understanding of best practices in relation to end user computer usage and maintenance.
• Strong understanding of PC imaging technology and End User Computing tools such as: SCCM (Microsoft Configuration Manager), Windows PE imaging, Service Now, Citrix, Bomgar, Microsoft Office 365.
• Strong working knowledge of troubleshooting endpoint network connectivity, VPN and two factor authentication workflows.
• Strong working knowledge in Windows 10 and 11 operations.

• Demonstrate genuine interpersonal and written communication skills.
• Ability to translate information in written and verbal form to both technical and non-technical audiences.
• Ability to work with little or no…