Desktop Technician

job summary:

• Bachelor's degree preferred, however an exceptional candidate with strong presence and experience is acceptable.
• 3-7 years of related experience, Proven track record of supporting demanding and high energy users is needed.
• Demonstration of strong verbal and written communications skills in a corporate environment.
• strong team collaboration skills.
• Excellent interpersonal and communication skills. Business and technical writing skills.
• strong understanding of IT Service Management practices. Experience in using ITSM programs such as Service-Now, Remedy, eRequest, etc
• Excellent troubleshooting, technical / creative problem-solving and analytical ability.
• strong presence and communication skills
• Excellent knowledge of Windows 7 and 10 operating systems
• Knowledge of Apple and Android mobile devices
• Knowledge of Microsoft Active Directory and Active Roles interface
• Knowledge of Virtual Desktop Infrastructure (VDI)
• Knowledge of PC hardware and peripherals

• This role will be responsible for the delivery, adoption and support for all end user and workplace technology. These incudes but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows, Apple OS, etc.) mobile and BYOD devices (Mobileiron, iOS, Android, Chromebooks, etc.) , communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, and all desktop software. The role will work with users from all business units.
• Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, ensuring ongoing enhancements to technology.
• Respond and proactively address employees' technology questions regarding computer systems, telecommunication devices, and software applications.
• Provide individual and group technology training sessions to staff. Deliver best practices for new and existing hardware and software technology releases. Train new hires on technologies required for their role.
• Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.
• Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed.
• Actively update and maintain inventory management, request, incident and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques.
• Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest.
• Coordinate efforts with technology staff from other technology departments. Act as liaison between the staff and these various groups. Communicate technology changes and needs to all parties
• Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.
• Understand the evolving technology needs of the business units in the offices/floors of support. Provide custom technology-based solutions for the office as needed.

• Experience level: Experienced
• Minimum 3 years of experience
• Education: Bachelors