Desktop Support Technician

Overview

Position:
Desktop Support Technician

Location:

Shelton CT

Duration: 6 months+

Summary:

Provide second level onsite technical support and assistance. This role troubleshoots, diagnoses, and resolves hardware, software, and network issues, as well as installs, configures, and maintains IT equipment and systems in collaboration with other Technology teams.

• Provide second-level desktop support including:
  • Workstation OS (Windows and macOS) support
  • New HW/SW deployment
  • Support of mobile devices including smartphones and tablets.
  • Printers/Copiers/MFPs install and troubleshooting
  • Application troubleshooting and escalation to engineering teams.
  • Testing and support of conference room A/V technology
• Diagnose, research, and troubleshoot computer issues, including operating systems, hardware and software, VPN, connectivity, security tools both remotely and on-site.
• Experience performing mass workstation deployments and migrations.
• Respond to and resolve incidents and requests through ticketing system.
• Participate in business-funded projects including hardware refresh and security initiatives.
• Provide backup support for the Technology Service Desk.
• Provide support through face-to-face, remote, phone, email, and instant message methods.
• Follow all asset management guidelines and procedures.
• Create and update knowledgebase documentation.

• 2-4+ years of desktop support experience.
• Experience deploying and supporting Windows and macOS.
• Experience installing/uninstalling hardware/software.
• Experience using Service Now or similar ticketing system
• CompTIA A+ Certification preferred
• Apple Certified Support Professional preferred
• HDI Desktop Support Technician certification preferred
• ITIL v4 Foundations certification preferred
• Lift up to 20-50lbs on a regular basis, with or without assistance.
• Participate in rotating after-hours on-call support including scheduled maintenance.