Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.
About the role
- IT Support Technician providing deskside support to users in a fast-paced environment. Handling hardware and software issues while maintaining high quality user experience in a well-known organization.
Responsibilities
- act as a key point of contact for users requiring deskside support
- provide hands on technical resolution for a wide range of hardware and software issues
- support moves, changes and service requests
- take ownership of your own tickets throughout their lifecycle
- prioritise workload effectively to ensure service level agreements are consistently achieved
- proactively manage ticket queue, keeping tickets up to date, monitoring SLAs
- maintain clear and regular communication with users
- ensure all incidents are documented in Incident Management System
- handle high priority and high impact incidents with care and professionalism
- work closely with Operations Manager for service delivery issues
- suggest service improvements and support implementation of changes to enhance user experience
Requirements
- self motivated and collaborative individual
- strong technical skills
- customer centric approach
- hands on experience supporting Windows 10 and later
- Microsoft 365, Outlook and Adobe Acrobat proficiency
- familiarity with remote support tools (Remote Assist and RDP)
- experience with Active Directory, PC hardware and architecture
- networking fundamentals knowledge
- endpoint security solutions understanding (McAfee or Symantec)
- general desktop technologies exposure
- exposure to Windows 11 services (Autopilot and Intune) beneficial
- ideally hold Microsoft technical accreditations
- awareness of ITIL or IT service management principles
Benefits
- 12% defined non-contributory pension scheme
- annual company bonus
- private medical insurance
- option to buy up to an additional 20 days or sell some of your holiday
Job title
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