Desktop Support Technician
Desktop Support Technician
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Job Description
Job Title: Desktop Support Technician
Duration: 7 Months (Possible Extension)
Location: Buffalo NY 14228
We are seeking a skilled and dedicated IT Desktop Support Technician to join our Level2 support team. The ideal candidate will have extensive experience in providing hardware and software support for both MAC and PC environments along with proficiency in SCCM JAMF Office 365 and Adobe applications. Additionally experience in asset inventory management SLA achievement and AI integration support is essential.
This position reports to the US Service Desk Associate Director and requires a strong customerfocused approach to troubleshooting and problem resolution.
Key Responsibilities:-
Customer Support: Provide exceptional support by prioritizing user needs ensuring timely issue resolution and escalating when necessary.
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Technical Troubleshooting: Diagnose and resolve hardware software and network connectivity issues for endusers in office and remote settings.
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Software & System Support:
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Administer and troubleshoot Office 365 applications (Outlook Word Excel PowerPoint Teams SharePoint OneDrive).
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Provide support for Adobe Creative Cloud applications including installation authentication and access issues.
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Manage software deployment using SCCM (for Windows) and JAMF (for macOS).
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Hardware & Inventory Management: Track and maintain IT assets (hardware/software) using corporate ITAM tools SCCM JAMF PowerBI and CMDB.
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AI Support: Assist endusers in utilizing AI tools integrated with office products to enhance productivity.
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Documentation: Maintain clear and uptodate technical documentation troubleshooting guides and system configurations.
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Incident & Service Request SLA Management: Meet monthly SLA targets of 93% for incidents and 84% for service requests.
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Mobile Device Management: Configure deploy and support Android and iPhone devices for corporate users.
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Project Management: Lead and supervise IT projects as directed by the Regional Manager.
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Security & Compliance:
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Manage Azure AD & OnPrem AD administration.
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Implement antivirus/malware protection measures.
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Ensure security compliance in system configurations and updates.
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Collaboration & Communication: Work closely with crossfunctional IT teams to escalate complex issues and improve service delivery.
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Experience: Minimum 5 years in desktop support or a similar role.
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Education: Degree in Information Technology Computer Science or related field.
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Certifications: Microsoft Apple CompTIA A (preferred).
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Technical Expertise:
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Proficiency in PC/MAC OS hardware and software troubleshooting.
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Handson experience with SCCM JAMF Office 365 and Adobe Creative Cloud.
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Familiarity with ServiceNow or similar ticketing/asset management tools.
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Understanding of AI tools and their integration with office applications.
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ProblemSolving Skills: Strong analytical abilities with a structured approach to troubleshooting.
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Communication: Excellent verbal and written communication skills.
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Organizational Skills: Ability to prioritize and manage multiple tasks in a dynamic environment.
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Customer Service Orientation: Proven ability to deliver highquality support with a userfocused approach.
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Work Environment: Office setting with occasional remote support.
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Schedule: Fulltime with potential afterhours support when needed.
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Equipment: Companyprovided IT tools and resources.
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Team Collaboration: Ability to foster a positive and cooperative work culture.
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Technical Proficiency: Quick learner with aptitude for emerging technologies.
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Adaptability: Ability to thrive in a fastpaced evolving environment.
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Customer Focus: Strong commitment to user satisfaction and problem resolution.
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GoalOriented: Track record of achieving performance targets and continuous improvement.
If youre a motivated IT professional with a passion for desktop support and improving user productivity we encourage you to apply and be part of our dynamic team!
Employment Type
Full Time
