Desktop Support Technician

Description
Knowledge & Experience:
Computer Hardware: Knowledge of advanced computer hardware, including SSDs and general peripherals.
Operating Systems: Experience with desktop and server operating systems, including Windows 7, Server 2008, and above.
Application Support: Extensive experience supporting Microsoft Office, SAP, Altiris, and Ghost.
ITIL Environment: Strong knowledge of ITIL principles and processes.
Communication Skills: Exceptional written and oral communication skills.
Interpersonal Skills: Strong interpersonal skills for rapport-building, listening, questioning, and leadership.
Documentation: Proficient in documentation practices.
Language Skills: Fluent English is required, and French language skills are beneficial.
Personal Attributes
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly, and technical language.
Highly self-motivated and directed.
High attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Responsibilities by skill:
Strategy & Planning
Evaluate documented resolutions and analyze trends in order to prevent future problems.
Alert management to emerging trends in incidents.
Maintain project scope, goals and deliverables that support business goals in collaboration with the team, management, and stakeholders.
Effectively communicate progress on task assignment and set proper expectations to team members and stakeholders in a timely and clear fashion.
Liaise with project stakeholders on an ongoing basis.
Acquisition & Deployment
Assist in software releases and rollouts according to Change Management best practices.
Assist in purchasing for enterprise hardware and software, including purchase order creation, tracking, and goods-receipt tasks.
Operational Management
Assisting in providing Level I Support when request volumes are high.
Support OSSTs through their daily tasks.
Assist in bringing new team members up to speed.
Act as an escalation point for advanced or difficult help requests.
Build rapport with service desk customers.
Escalate problems (when required) to Management.
Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Assist in performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up to date.
Perform preventative maintenance, including checking and cleaning of servers, client-side devices, such as laptops, desktops, and mobile phones.
Extensive knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.
Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment, including SCSI, RAID, and I/O topology.
Strong familiarity with TCP/IP and Cisco network protocols, firewall management, and operating system configuration.
Test and validate fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups with team lead as required.
Develop Work Instruction Packages and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Industrial Plant Management (Where Applicable)
Assist plant automation in troubleshooting automation control systems including PLC's, HMI's, servo motors, and software driven instrumentation.
Good familiarity with automation control networks, their protocols and legacy industrial control networks.
Understanding of National Electrical Code, related specifications, and its application in an industrial environment.
Ensure the safety needs are given a top priority in operational support and work execution.
Some examples are Arc Flash/Shock Hazard safety, confined space entry, LOTO, hazardous materials, hand tool safe use, etc.
Technology Environment:
Windows/Microsoft: MS Office, Active Directory, Windows 7, Windows Server 2008+
Application Support: SAP, Altiris, Ghost
Diagnostic Utilities: PowerShell commands, ALTools, Anti-Malware tools
Network/Hardware: SAN or NAS, Active Directory/Global Catalogue, Network/Server Equipment (SCSI, RAID, I/O topology), TCP/IP and Cisco network protocols, Firewall management, Operating system configuration
Automation Control Systems: PLC's (Programmable Logic Controllers), HMI's (Human-Machine Interfaces), Servo motors, Software-driven instrumentation
Skills
Desktop Support, windows, windows server, customer service oriented, ms office suite, servicenow, powershell, active directory, vsphere, tcp/ip, ssci, RAID, input/output, SAP, cisco routers, cisco switches, ALTools
Top Skills Details
Desktop Support,windows,windows server,customer service oriented,ms office suite
Additional Skills & Qualifications
Additional Skills & Qualifications:
Communication: Must be a great communicator and have excellent customer service skills.
Education: College diploma or university degree in computer science or equivalent work experience.
Certifications: Certification in Microsoft Technology Associate - IT Infrastructure and ITIL Foundation Certification (within 6 months).
Server and Network Management: Certificates in basic server and network management are preferred within the first year of employment.
Experience working with any of the following technologies:
Active Directory, ALTools, Cisco Routers/Switches, Powershell, SAP, VSphere
Experience working with any of the following:
TCP/IP, SSCI, RAID, experience in I/O topology.
Pay and Benefits
The pay range for this position is $22.50 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in White Plains,NY.
Application Deadline
This position is anticipated to close on Feb 3, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.