Desktop support Technician

$41,600 - $41,600/Yr

Goose It Lacrosse - Wichita, KS

Full-time - Entry Level

Wichita, KS

About the position

The Desktop Support Technician will be a key member of the Field Service Operations team, responsible for providing high-quality technical support and customer service to end users. This role involves direct interaction with users for deskside support and on-site problem resolution, ensuring timely and effective service delivery. The technician will also support other IT teams and manage a team of technicians across multiple locations.

Responsibilities

• Manage a team of 25-30 technicians across locations.
• Manage the reporting of SLAs and adherence to contracts.
• Manage shift planning, including on-call roster.
• Ensure resource productivity and enable team training and development.
• Ensure security compliance and manage inventory levels across locations.
• Resolve all service requests and incidents before agreed service levels.
• Plan and execute move requests or project work.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
• Perform break-fix, desk-side support, IMACD's, data migration, refreshes, and health checks.
• Provide onsite technical assistance to end users by visiting their desk location.
• Identify potential issues that could adversely impact end user experience and take preventive action.
• Manage the ticket queue and ensure tickets are resolved within defined service level agreements.
• Respond to end-user requests for updates on ticket status and follow up as needed.
• Coordinate with vendors for end-user support, including hardware vendor technicians for warranty repairs.
• Perform security and compliance-related tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements.
• Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts.
• Provide IT support for disaster recovery and emergency situations at local sites.
• Provide on-call support outside business hours on a rotational basis.

Requirements

• 4-7 years of experience in service delivery and end-user hardware and software configuration troubleshooting.
• Experience with various desktop systems and operating systems.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexibility for traveling to remote sites or clusters.
• Ability to lift weight up to 30lbs at waist level.

Nice-to-haves

• Experience in customer support (1 year preferred).
• Experience with iOS (1 year preferred).
• Experience with Windows (1 year preferred).

Benefits

• 401(k)
• Dental insurance
• Health insurance