Hybrid Desktop Support Technician

at Yum! Center for Global Franchise Excellence

• Job title: Desktop Support Technician
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Android, Azure, Jamf, MacOS, ServiceNow
• Location requirements: Hybrid, Plano, United States

About the role

• Desktop Support Technician providing technical support for Yum! Brands including PC/Mac support and troubleshooting. Responsible for resolving incidents and enhancing productivity through technology.

Responsibilities

• Provision, install, troubleshoot/analyze, repair, and upgrade computers using standard systems analysis techniques and procedures. Including modification Windows OS registry entries and macOS PLIST files, among other OS files.
• Build relationships with other on-site technicians as well as provide positive customer experience with each customer interaction, 800+ users. Includes consulting with users on specific software/hardware required to fit their business needs.
• Knowledge of video conferencing tools (Microsoft Teams, Zoom, Webex, etc.)
• Resolve, escalate, and document ServiceNow Incidents and Tasks in a timely manner.
• Ability to work across multiple support/strategy teams to resolve escalated issues.
• Create and maintain IT documentation of processes and procedures to test, analyze, and resolve issues in a timely and efficient manner.

Requirements

• 2+ years of experience providing technical support for a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone.)
• Basic knowledge of network troubleshooting skills.
• Excellent communication skills with clients.
• Able to work flexible hours including being on call.
• Ability to lift up to 30 lbs.
• CompTIA A+ Certified.
• 1 year of experience with the macOS operating system.
• Preference for appropriate Microsoft Certification(s) or equivalent experience including: Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST Role Based: Microsoft Certified: Azure Administrator Associate Microsoft 365 Certified: Modern Desktop Administrator Associate
• Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including: Jamf Certified Associate Jamf Certified Tech Jamf Certified Admin Jamf Certified Expert Apple Certified Support Professional Apple Certified IT Professional · BS/BA in a technical area (CS, Math, Engineering) or equivalent experience.

Benefits

• 2+ years of experience providing technical support for a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows, MacOS, Active Directory, Microsoft 365, and mobile devices (iPhone/iPad, Android, Windows Phone.)
• Basic knowledge of network troubleshooting skills.
• Excellent communication skills with clients.
• Able to work flexible hours including being on call.
• Ability to lift up to 30 lbs.
• CompTIA A+ Certified.
• 1 year of experience with the macOS operating system.
• Preference for appropriate Microsoft Certification(s) or equivalent experience including: Legacy: MCITP-Enterprise, MCSE, MCSA, MCDST Role Based: Microsoft Certified: Azure Administrator Associate Microsoft 365 Certified: Modern Desktop Administrator Associate
• Preference for appropriate Apple and/or Jamf Certification(s) or equivalent experience including: Jamf Certified Associate Jamf Certified Tech Jamf Certified Admin Jamf Certified Expert Apple Certified Support Professional Apple Certified IT Professional · BS/BA in a technical area (CS, Math, Engineering) or equivalent experience.