Job Description:

Title: Desktop Support Technician II

Location: Plano, TX (Onsite)

Duration: 6 Months

Job Description:

Duties:

Duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers.

May also serve other IT department roles such as ensuring that all of the computers in their company's network are backed up, safe and secure.

May also deploy security updates to all the systems in their companies' servers and computers to make sure they are never compromised.

May be required to show staff members how to use their company's computer programs and networks and how to adhere to security standards.

Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users. Coordinate with vendors to resolve problems.

Add or replace memory, new keyboards, motherboards, and other components.

Set up and troubleshoot domains, user accounts and software accounts. Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

Skills:

Qualifications

Required Skills : The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment.

Experience with Mac and JAMF

The Desktop Support Analyst must combine an understanding of Macintosh & Windows with firsthand experience.

Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high touch” level of support to the employee community. Responsibilities

Ability to troubleshoot software, hardware and connectivity issues remotely

Ability to understand & articulate root cause on customer issues

Experience with installation, upgrade, and maintenance of software, hardware, and peripherals

Familiarity with encryption and security tools and triaging within this environment

Assist customers in gaining access to various systems and servers

Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony

Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies

Communicate call trends and challenges in daily team meetings

The ability to take on small projects from start to finish

Keep Knowledge Base and process documentation up-to-date

Work closely with the team to resolve or properly close aging tickets

Manage the individual and ticket queue for the team

Ensure the highest level of customer satisfaction

May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams

Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert Qualifications

3-5 years of Service Desk and Desktop Support experience for both PC and Mac required

Job Type: Contract

Pay: $15.00 - $22.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift

Experience:

• Mac OS: 3 years (Preferred)
• Windows: 1 year (Preferred)
• JAMF: 2 years (Preferred)

Work Location: In person