Desktop Support Technician

Respond to and resolve complex Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications -take remote control of the end-user device, and provide advanced remote IT support and troubleshoot IT/Desktop issues - Monitor ticket queue and complete day-to-day support activities to assure timely service delivery and customer support with a high degree of quality - Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users - Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) - Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software - Provide support to users in various remote locations onsite when needed - this role may have to travel on case by case babsis depending on need. - Help develop IT tools and processes to promote efficient and effective end-user support practices - Set up new user accounts and workstations - Support office technology - such as printers, video conference units, and digital whiteboards - Collaborate with remote IT team members to build and maintain positive, productive team relationships - Develop positive relationships with the business and other functions involved in downstream technical processes This is what you'll need: - At least 5 years of relevant IT support experience - High School education required - Bachelor's degree preferred - Strong written, verbal communication and customer service skills are a must - Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives - Familiarity with standard ticketing tools (ServiceNow, Jira) - Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs - Tech Savvy - Ability and passion for learning new technology and tools - ability to travel to remote sites as needed Experience with: Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems. Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives - Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira) Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs Tech Savvy - Ability and passion for learning new technology and tools - Passion for Customer Support A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time Prioritization Skills The ability to analyze support requests and prioritize them based on impact Discipline The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication Ability to articulate technical solutions to non-technical users in simple and easy to understand terms Self-motivating, requires little supervision and can hit the ground running