Service Desk Technician

Service Desk TechnicianThe Service Desk Technician position provides support to end users for computer, application, system, device, and access issues. The role requires an experienced generalist to focus on analyzing requirements, resolving problems, managing software solutions, end user support, and performing PC upgrades and configurations. The incumbent will effectively leverage his/her competencies with outsourced vendor support in ensuring technology infrastructure and operating environment achieve maximum efficiency and productivity, incorporating risk mitigation guidelines.Level 1Monitor and respond quickly and effectively to service desk requests for technical support and resolve problems to the end user's satisfaction.Modify configurations, utilities, software default settings, etc. for end-user devices. Includes testing of PCs, Laptops, Virtual Desktop, Apple mobile devices, peripherals.Network monitoring (Level 1 support)Assist with onboarding of new users, offboarding of departing users.Assist in the maintenance of the organization's asset management tracking system (equipment, software/software licenses)Distribution of equipment to end-usersLevel 2Systematically interprets user problems and identifies solutions and possible side effects.Uses experience to address user problems and interrogates database for potential solutions.Escalates complex or unresolved incidents.Records and tracks issues from outset to conclusion.During change, acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence with (SLA) and information security requirements.Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.Maintains records, informs users about the process and advises relevant persons of actions taken.Technical SkillsProficient with Windows Operating SystemsKnowledgeable with Apple iOS and Apple productsProficient in Microsoft Office Suite, O365Knowledge of Virtual Desktop Environments (VDI/WVD)General knowledge of Azure, Azure AD, Intune/General knowledge of networkingGeneral knowledge of Security (network and desktop)Computer and mobile device setupBasic Active Directory administrationSkills in setup and diagnosing of peripherals such as printersKnowledge of audio/video conferencing technologyAbility to provide remote support (TeamViewer/Ultraviewer)General knowledge of online meeting platforms (Teams, Zoom, etc.) and supporting devicesCertificates, Licenses, RegistrationsA+, Security+, Network+, MCSA (some or all desired)Other Skills, Knowledge, and AbilitiesStrong troubleshooting skillsKnowledge of leading-edge data, image, and voice technologies, including web-related technologies, coupled with a record of success using such tools in environments requiring the highest standards of excellence in service delivery.Demonstrated flexible and results-oriented management style, with excellent communication and presentation skills- both written and verbal.Strong communication skills (oral/written) with training experience a plusStrong customer/service orientation with attention to detail when proposing solutions.Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.