We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.
Services Required (SOW): Computer imagingDesktop supportGeneral networking skillsThe Band 1 Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
The Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution.
Position Responsibilities and Functions: Provide first/second level contact and problem resolution for customer issues.Work with Third Party Vendors to remediate complex AV issues as needed.Provide timely communication on issue status and resolution.Maintain ticket updates for all reported incidents.Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.Should have basic knowledge of Mac operating system to support Apple PC users.Install, upgrade, support, and troubleshoot for printers and computer hardware.Perform general preventative maintenance tasks on computers, laptops, and printers.Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.Broad experience of IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.This position requires the ability to work in a project-based environment requiring flexibility and teamwork.Perform other duties as assigned.Required Minimum Qualifications and Skills: Bachelor's degree or equivalent in Computer Science or related field.CompTIA A+, Microsoft Certified Professional (MCP) or better.Minimum of 18 months (about 1 and a half years) of IT experience.Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.Proven analytical, troubleshooting, and problem-solving skills.Proven ability to multi-task, effectively determine priorities, and meet SLAs.Excellent communication, relationship-building, and internal customer service skills.Adaptable and flexible in a fast-changing industry and work environment.Willing to work off-hours and weekends when required for projects or emergency support.In addition, the Band 1 Technician will mentor and assist Band 0 technicians in their work and provide support to Band 2 Technicians in resolving tickets.
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