Desktop Support Technician 3 - CONTRACT TO HIRE
Quick Apply Full-time 4 hours ago Full Job Description Position Summary The Desktop Support Technician 3 provides on-site and remote technical support assistance to end users.
This position is part of the CoServ Client Services team and is the primary face of IT within CoServ.
This position requires a high level of aptitude working with all levels of the CoServ organization, including its Board of Directors.
They must possess an in-depth knowledge of hardware and software troubleshooting, have strong decision-making skills and be able to prioritize tasks in a busy environment.
This position primarily involves deskside support, but provides some support over the phone, via remote sessions and through email as well.
Primary Position Responsibilities Provides top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms.
Uses active listening skills and asks probing questions to determine the user's need and utilizes available solutions to fulfill orders and resolve issues.
Top-tier desktop support and problem resolution; final level of escalation for troubleshooting desktop issues.
Endpoint patch management, including deploying and troubleshooting patches for all laptops, desktops and tablets.
Mentors and trains junior Client Services staff.
Enters, classifies, prioritizes, monitors, resolves and escalates incident tickets using CoServ's ticketing system.
Enters, prioritizes, monitors, approves, fulfills and escalates orders and service request tickets using the Matrix42 Service Management product suite.
Installs, configures and troubleshoots computer hardware, software and peripherals.
Resolves username and password login issues for domain, VPN and various application accounts.
Windows 11, application, hardware and basic network connectivity troubleshooting.
Provides mobile device support (iOS and Android phones & tablets).
Produces and maintains quality technical and customer-facing documentation.
Remains abreast of changes in system hardware and software requirements.
Works with Information Security to address vulnerabilities when they arise.
Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.
Secondary Position Responsibilities Participates in projects as needed and adheres to project plans.
Provides backup coverage for Desktop Support Technician 1 & 2 functions.
Provides supplemental support to the Desktop Engineer role as needed which includes the following:
Image Management Software Packaging Patch Management Active Directory Group Policy Management Performs other duties and activities as directed.
Supervisory Responsibilities None Position Requirements Education and Certifications Required High School Diploma or G.
E.
D equivalency.
Education and Certifications Preferred None Experience Required 5
years of experience with Windows 10, Windows 11 and Microsoft Office in a customer-focused Desktop Support role.
4
years of experience with enterprise imaging and deployment software.
3
years of experience with iOS and Android phone & tablet configuration, deployment and troubleshooting; TCP/IP troubleshooting; Active Directory administration and enterprise asset management software.
2
years of experience with endpoint patch management; Mobile Device Management; VOIP troubleshooting; training and mentoring others; Group Policy configuration and administration.
1
year of experience with project management within an IT environment.
Experience Preferred None Skills and Abilities Required Fits the co-op culture with principles of safety first, employee dedication, outstanding service and exceeding customer expectations.
Must possess excellent critical thinking and troubleshooting abilities.
Team-oriented performer, focused on the tasks and goals of the organization.
Excellent interpersonal and communication skills in person, over the telephone and via email.
Meticulous attention to detail with the ability to complete tasks accurately and efficiently and maintain focus in an environment with frequent distractions.
Must be a motivated self-starter.
Skills and Abilities Preferred Systems Management Administration and Maintenance Group Policy creation and their application within a business environment Familiar with software packaging methodologies, creation, and distribution.
Patch Management Administration Windows image creation and management Change Control Physical Requirements Operates office equipment such as a computer, telephone, copier, etc.
Indoor, office environment.
Ability to lift a minimum of 40 pounds.
Ability to drive occasionally as needed.
Ability to sit for long periods of time.
Requires frequent sitting, standing, walking, bending, and reaching.
Other Requirements Must have and maintain a valid Texas driver's license.
Provides backup coverage for Desktop Support Technician 1 & 2 functions.
Ability to work after hours and on weekends as required for projects and on-call support.
Ability to work from home when required.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position is part of the CoServ Client Services team and is the primary face of IT within CoServ.
This position requires a high level of aptitude working with all levels of the CoServ organization, including its Board of Directors.
They must possess an in-depth knowledge of hardware and software troubleshooting, have strong decision-making skills and be able to prioritize tasks in a busy environment.
This position primarily involves deskside support, but provides some support over the phone, via remote sessions and through email as well.
Primary Position Responsibilities Provides top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms.
Uses active listening skills and asks probing questions to determine the user's need and utilizes available solutions to fulfill orders and resolve issues.
Top-tier desktop support and problem resolution; final level of escalation for troubleshooting desktop issues.
Endpoint patch management, including deploying and troubleshooting patches for all laptops, desktops and tablets.
Mentors and trains junior Client Services staff.
Enters, classifies, prioritizes, monitors, resolves and escalates incident tickets using CoServ's ticketing system.
Enters, prioritizes, monitors, approves, fulfills and escalates orders and service request tickets using the Matrix42 Service Management product suite.
Installs, configures and troubleshoots computer hardware, software and peripherals.
Resolves username and password login issues for domain, VPN and various application accounts.
Windows 11, application, hardware and basic network connectivity troubleshooting.
Provides mobile device support (iOS and Android phones & tablets).
Produces and maintains quality technical and customer-facing documentation.
Remains abreast of changes in system hardware and software requirements.
Works with Information Security to address vulnerabilities when they arise.
Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.
Secondary Position Responsibilities Participates in projects as needed and adheres to project plans.
Provides backup coverage for Desktop Support Technician 1 & 2 functions.
Provides supplemental support to the Desktop Engineer role as needed which includes the following:
Image Management Software Packaging Patch Management Active Directory Group Policy Management Performs other duties and activities as directed.
Supervisory Responsibilities None Position Requirements Education and Certifications Required High School Diploma or G.
E.
D equivalency.
Education and Certifications Preferred None Experience Required 5
years of experience with Windows 10, Windows 11 and Microsoft Office in a customer-focused Desktop Support role.
4
years of experience with enterprise imaging and deployment software.
3
years of experience with iOS and Android phone & tablet configuration, deployment and troubleshooting; TCP/IP troubleshooting; Active Directory administration and enterprise asset management software.
2
years of experience with endpoint patch management; Mobile Device Management; VOIP troubleshooting; training and mentoring others; Group Policy configuration and administration.
1
year of experience with project management within an IT environment.
Experience Preferred None Skills and Abilities Required Fits the co-op culture with principles of safety first, employee dedication, outstanding service and exceeding customer expectations.
Must possess excellent critical thinking and troubleshooting abilities.
Team-oriented performer, focused on the tasks and goals of the organization.
Excellent interpersonal and communication skills in person, over the telephone and via email.
Meticulous attention to detail with the ability to complete tasks accurately and efficiently and maintain focus in an environment with frequent distractions.
Must be a motivated self-starter.
Skills and Abilities Preferred Systems Management Administration and Maintenance Group Policy creation and their application within a business environment Familiar with software packaging methodologies, creation, and distribution.
Patch Management Administration Windows image creation and management Change Control Physical Requirements Operates office equipment such as a computer, telephone, copier, etc.
Indoor, office environment.
Ability to lift a minimum of 40 pounds.
Ability to drive occasionally as needed.
Ability to sit for long periods of time.
Requires frequent sitting, standing, walking, bending, and reaching.
Other Requirements Must have and maintain a valid Texas driver's license.
Provides backup coverage for Desktop Support Technician 1 & 2 functions.
Ability to work after hours and on weekends as required for projects and on-call support.
Ability to work from home when required.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
