Information Technology Support Technician

The Desktop System Specialist position is responsible for troubleshooting, repairing, and performing preventative maintenance on end-user computing (EUC) equipment and peripheral devices at corporate locations. The role requires the specialist to work on assignments of varied complexity, where analysis of data and hardware requires assessing multiple factors. The candidate will use sound judgment to determine methods and techniques for resolving issues and will act as a primary point of contact between customers, departments, and teams within the organization to ensure problem resolution. The specialist will work independently with minimal supervision, utilizing a broad range of expertise and experience. Key Responsibilities: Provide onsite operational and technical support to Authorized Users, ensuring compliance with specified Service Level Agreements (SLAs). Offer subject matter expertise for strategic Global Resilience, Security, and Transformation (GRST) projects, serving as a key stakeholder and project team member. Resolve incidents and issues related to EUC equipment and perform proactive troubleshooting to identify potential incidents and prevent future occurrences. Support Authorized Users in connecting to the corporate network, including LAN, WAN, and file services, and assist in coordinating access to relevant LAN segments and print services. Repair and maintain mobile devices as needed. Install, upgrade, and repair EUC equipment, including desktops, laptops, monitors, and associated peripherals. Provide software break/fix services and replacement of non-warranty assets for end users. Manage network printer and scanner connectivity, including configuration, IP addressing, and TCP/IP output. Offer warranty and break/fix support for networked printers and scanners. Provide VIP support for a range of equipment, including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, local and network printers, scanners, and wireless networking. Deliver on-site hardware support and troubleshooting for general EUC technologies. Maintain regular, accurate, and timely feedback regarding customer requirements, including supervising assignments and liaising with sales, operations, and branch office personnel. Track and report customer requests and calls using problem management databases and systems. Communicate technical information effectively to both technical and non-technical teams and customers. Provide both onsite and remote support for Authorized Users. Define global solutions and policies as a subject matter expert (SME), with a focus on architecture and engineering. Provide deskside support services as needed. Skills and Experience: Expertise in utilizing problem management databases to track and report customer calls and requests. Strong ability to communicate technical information to both technical and non-technical audiences. Advanced knowledge of a variety of technologies and products. Experience in leading projects and initiatives. Excellent communication and presentation skills. General understanding of all GRST infrastructure, including network, server, and applications (e.g., SAP). Strong understanding of global security policies and data backup practices. Leadership and management skills. Proficient in installing, upgrading, and migrating to Windows 11. Experience deploying Windows 10 in large enterprise environments. Ability to configure hardware, applications, network connectivity, and mobile computing. Expertise in configuring access to resources and backup/recovery options. Experience monitoring and maintaining systems running Windows 10 and Windows 11. Education and Qualifications: Bachelor’s degree in Business, Information Technology, or a related field (or equivalent work experience preferred). At least 2 years of desktop support experience preferred. CompTIA A certification. MCSA: Windows 7 and 10 certification. MCSE: Desktop Infrastructure certification. This position offers an exciting opportunity to work in a dynamic environment, providing critical support to the organization’s end-user computing needs while ensuring high standards of customer service and technical excellence.