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Desktop Support (SCCM)

GTN Technical Staffing

Desktop Support (SCCM)

Boston, MA
Full Time
Paid
  • Responsibilities

    Job Description

     

    JOB DESCRIPTION

    The Desktop Support Technician is a member of the End User Services team and is responsible for delivering high quality technology support and services to the company’s end user community. The technician must balance strong technical abilities with genuine interpersonal skills to satisfy our internal customers and fulfill our EUS mission.

    PRIMARY RESPONSIBILITIES:

    • DESKTOP SUPPORT – Positively interacts with and supports end users with their technical issues and requests via remote control support, telephone calls, desk side visits and Tech Cafe walk-ins.
    • HARDWARE SUPPORT – Unbox, image, configure, test, deploy and troubleshoot laptop/desktop/NUC hardware running Windows or Mac-OS and common peripherals including docking stations, monitors, printers and scanners following all asset management processes and procedures.
    • SOFTWARE SUPPORT – Deploy, install and troubleshoot line-of-business (LOB) and commercial off-the-shelf (COTS) software utilizing desktop and mobile device management tools. Assist and train users on common productivity applications including the Microsoft Office suite.
    • INFRASTRUCTURE SUPPORT – Provide Tier 2 support of networking, wireless networking, home networking, VPN, software packaging, multi-factor authentication, VDIs, virtual machines, threat management and operating system deployment (OSD).
    • MOBILE DEVICE SUPPORT – Configure, test and deploy corporate iPhone's controlled via Apple DEP and Microsoft In-tune. Assist end users with questions and issues that occur on both corporate and BYOD devices running various versions of iOS and Android OS.
    • VIP SUPPORT – Build strong relationships with executive staff and promptly assist them with their questions, incidents and service requests.
    • AUDIO/VISUAL – Learn and support the audio/visual technology present in meeting rooms and auditoriums.
    • ACTIVE DIRECTORY – Understands Active Directory concepts and can administer user, user groups and computers per standard operating procedures.
    • TEAM PLAYER – Act as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a “70% agreement, 100% commitment” attitude.
    • CUSTOMER-FOCUSED – Understand and execute a user-first service philosophy whereby restoring service quickly for the end user comes first, deferring user training or correction for after the disruption.
    • SERVICE LEVEL COMPLIANCE - Acknowledge and resolve assigned tasks, incidents and changes according to published SLAs and KPIs.
    • KNOWLEDGE MANAGEMENT – Recognize situations where information is needed to elevate team performance. Document and share knowledge in the KMS so that others can learn and provide consistent resolutions or service.
    • CONTINUOUS IMPROVEMENT – Promote continuous improvement by voicing concerns or proposing change to improve user experience, efficiency, compliance or cost savings.
    • SYSTEM ADMINISTRATION – Administer systems managed under the EUS domain, as required.

    #LI- SKILLS/EXPERIENCE

    • Minimum 3 years of experience in a Tier 1 or Tier 2 desktop technical support role.
    • Minimum 3 years of experience supporting Windows 7, Windows 10 or Windows 10 IoT.
    • Minimum 3 years of experience supporting MacOS.
    • Minimum 3 years of experience supporting end users in an Office 365 environment.
    • Minimum 3 years of experience support iOS and Android.
    • Experience with Microsoft SCCM, Intune and JAMF preferred.
    • Experience with audio/visual and video conference solutions preferred.
    • Experience with Active Directory preferred.
    • Demonstrated ability to think critically.
    • Demonstrated ability to communicate effectively to business and technical audiences.
    • Demonstrated self-motivated work ethic and lifelong learner.

    Company Description

    GTN provides Scalable Technical Staffing solutions encompassing SOW, staff augmentation, and direct hire placement for Fortune 2000 companies, with niche service offerings in Cyber Security, Digital, Payroll Management, and Professional Services.