Desktop Support Technician

Description: The IT Field Desktop Support Technician is IT’s primary customer support interface with end-users. The technician provides PC, network, server and phone support to end-users at home office, regional office and job site locations. This position will work closely with our Service Desk provider and IT management to support a wide variety of hardware and software platforms, including desktops, laptops, mobile devices (iPhone, Android, iPad) servers, printers, peripherals, Windows 10, Active Directory, Bluebeam, MS Office 365, MS Teams, Sharepoint Online and One Drive. Deployed technologies include thin client computing with heavy use of Remote Desktop Services. The Field Service Technician may also be called on to support task/projects outside of their respective local area, for instance, temporary support at a branch office or a new job site office setup. The ideal candidate will possess excellent communication, problem-solving, team collaboration, and customer service skills. Duties/Responsibilities: • Respond to end-user help tickets, calls and emails, quickly diagnose problems, and coach end-users through various software and hardware-related resolutions. • Demonstrate excellent customer service skills and a genuine desire to help end-users, plus work well with others in a team-oriented environment. • Install network equipment, desktops, laptops, mobile devices, and phone systems at remote job sites and permanent offices. • Respond quickly to quarantine and remediate PC and network virus/malware infections. • Collaborate and contribute with IT team members onsite and remotely to build and maintain positive, productive team relationships. • Participate in team meetings to discuss ongoing projects, share updates, and provide input on process improvements. • Utilize calendar meetings to schedule time for coordinating with users and team members. • Perform “root cause analysis” when the Service Desk escalates problems/tickets – ensure that process or configuration changes are communicated to the responsible parties • Support after-hours server, network, system maintenance, and other technical updates. • Travel to branch offices to provide on-site user and network support, provision new offices, and de-commission closing offices. • Inventory new equipment and software and perform periodic audits of deployed assets. • Technical writing - prepare and publish self-help documentation for common “how to” problems into the knowledge base. • Document service requests, repairs, and resolutions in the IT ticketing system, ensuring clear communication of information to team members, and timely within SLA. • Assist in training and mentoring junior technicians and new team members, promoting a culture of knowledge sharing and support. • Collaborate with other departments to understand their IT needs and provide tailored solutions that enhance productivity. • Engage in regular communication with the IT Manager to report on progress, challenges, and opportunities for improvement. • Stay updated on industry trends and emerging technologies, sharing insights with the team to drive innovation and enhance service delivery. • Maintain a strong commitment to customer service, ensuring that all interactions with end-users are professional, positive, and constructive. • Engage in internal department projects, including documentation, system cleanup, and more. • Perform other duties as assigned. Required Skills/Abilities: • At least 5 or more years of relevant work experience required • 2-year degree or trade school certificate preferred • Experience with environments of 800 users or more preferred • Advanced technical skills and credentials, including network administration, system administration and cloud administration, (e.g. CCNA, MCSA) preferred. • Able to take on and independently drive to completion technology related special projects. • A mentor to other IT Team members, including IT Tech I’s and IT Administrator’s. • 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 helping end users get what they need in a timely manner • 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. • Self-Starter – The ability to actively look for effective tasks to complete in times of low tickets • Proven mastery of Windows operating systems, including Windows 10 and 11 • Strong working knowledge of Active Directory – ability to create/modify/disable accounts. Ability to write login scripts is a significant plus. • Proven ability to assist network operations to mount, patch and perform guided operations for network switches, firewall and Wireless devices for new office locations. • Ability to troubleshoot network connection issues – both wired and wireless. • Ability to set up smart phones and tablet computers (iPads) for corporate access and basic troubleshooting support. • Strong teamwork skills to foster professional and positive relationships within the team. • Strong communication and interpersonal skills, with a focus on teamwork and collaboration. • Ability to work independently while contributing to a cohesive team environment. • Demonstrate a sense of urgency to respond and to solve issues. • Excellent documentation and organizational skills. • Strong troubleshooting and problem-solving skills, exhibit resourcefulness in problem-solving. • Desire to learn new technologies. Skills: Desktop, Windows, Active directory, group policy, Support, Troubleshooting, Office 365 Top Skills Details: Desktop,Windows,Active directory,group policy,Support,Troubleshooting,Office 365 Additional Skills & Qualifications: Education and Experience: • MS Office 365, including Excel, Word and PowerPoint • Microsoft Teams, Outlook/Exchange On-line and Sharepoint On-line • Microsoft Windows Remote Desktop Services • Microsoft InTune – computer and mobile device setup • Microsoft Defender for End-point and Cloud Protection and Web and Email Content Filtering • Terminal Services – Thin Client • Microsoft Active Directory and Windows domain networks • Meraki network devices, including Switches, Firewalls and WAPs • Wi-Fi / VPN / Mobile Access • Service Now for ticket management and Autotask RMM and TeamViewer for remote support • Proofpoint Email/SPAM filtering • Thorough understanding of TCPIP and relevance of connectivity. • Microsoft Certified Professional and A certification preferred. • Certified Network Associate credential is a plus. • High School Diploma or equivalent required. Associate’s degree and/ or work towards a bachelor’s degree in information technology or related field is highly desired. Bachelor’s degree is preferred. Travel Demands: • Valid state driver’s license in good standing. • Occasional (once a month or less) overnight travel to branch offices. Physical Requirements: • Prolonged periods of sitting at a desk and working on a computer. • Must be able to lift up to 25 pounds at times. ' Experience Level: Intermediate Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.