We are looking for 2 nd level Desktop support technician who is comfortable owning and resolving customer issues related to the desktop environment. This candidate will be proficient supporting devices in a Microsoft services environment and come with a strong sense of teamwork. In addition to working tickets sent by Service Desk the candidate will be comfortable troubleshooting hardware, replacing hard drives, RAM, etc
Knowledge in the following areas preferred:
- 2 nd level Remote Desktop Support ( escalation support for the Service Desk )
- Microsoft Desktop Technologies (Win10, Office 2016, Lync / Teams, O365, etc)
- Imaging PCs and troubleshooting hardware ( comfortable replacing Hard drives and RAM in laptops)
- Printer and general network troubleshooting
- Previous support experience managing tickets and customer service in a fast paced environment
• Ability to troubleshoot Audio Video Conferencing Systems and provide hands on support for meetings and internal events
Job Requirements:
Position requires working knowledge of Windows 10 devices in an Active directory environment.
Experience as a PC Technician/Desktop Support Analyst preferred with an in depth knowledge of hardware/software installation, configuration, troubleshooting and resolving Windows Desktop related issues.
Experience with the following technologies a plus: Installing Windows system Images, AD, HP and Dell hardware platforms, Service desk software, and remote control utilities.
Must be able to work independently to complete end-user requests, troubleshoot problems and escalate unresolved technical problems to proper team.
Must possess proven ability to use critical thinking, deduction, and troubleshooting effectively to identify solutions.
Strong organization skills and ability to multitask.
Ability to work flexible hours as needed and be on-call rotation after hours and on the weekends.
Candidate should have a background that includes meeting or exceeding SLA's and working in a team environment to complete tasks. Knowledge of Service desk, Call escalation, metrics reporting, and working with technical staff preferred. Candidate must maintain a high standard of customer service and satisfaction.
High school diploma and 3+ years IT Desktop Support experience preferred.
Technical certifications are a plus - CompTIA A+, Network +, Security+, Microsoft MCP, MCSA, MCSE
Strong written and communication skills as well as the ability to maintain a regular and predictable attendance are necessary. Must be willing to travel up to 25%.
This position may require bending, lifting, and/or pulling. Technicians will require the ability to lift up to 40lbs. (Printers, Monitors, and General hardware) and perform other duties related to technical support as assigned.
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Equal Opportunity Employer, Disability/Vets. Click here for EEO Statements and Reasonable Accommodations.