Desktop Support Specialist

Description:Our client is looking for a Support Analyst to join their Office Technology Enablement (OTE) team. You work with your fellow OTE team members to provide technical support and knowledge to our SSCs. But it’s not just getting through tickets: you are empowered to be solution oriented, think outside the box, and find resolutions, all with the goal of providing our employees with an exceptional support experience each and every time they reach out.We are a fast-moving organization, and the Technology team is no exception! This means you must be agile, adaptive to change, and a quick learner. You are eager and excited to pick up new skills and apply them to your day-to-day role. There is a lot of variety in the OTE team to keep you stimulated, but enough familiarity to become a Master of Office Technology and to build reliable and trusting end user and vendor partnerships.The role: Troubleshooting, diagnosing, and resolving office issues (meeting rooms, printers, desk top peripherals) through a full incident lifecycle, while prioritizing and organizing multiple streams of work. Master both the technical applications and operational processes of how our hardware technologies work in our offices, partnering closely with our level 3 cross-functional teams for continuous learning. Manage tickets in ServiceNow by taking ownership and providing accurate, timely updates in your personal queue and the Office Technology Operations queue while meeting our SLAs and KPIs for incidents and tasks. Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution. Contribute to the improvement of processes and implementation of new technologies. Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in in all forms of communication: Telephone, email, remote sessions, and in-person. All touch points to be documented in incidents. Build a positive working relationship with our SSC employees, 3rd party vendors, and cross-functional partners. Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks. Participate as a technical project resource as and when required. Participate in on call rotation as required.Qualifications: Diploma or Bachelor’s degree in IT related field with 1 year of technology experience or an equivalent combination Strong knowledge in Windows and Mac operating systems Excellent interpersonal skills: ability to be in choice to make integral decisions, build trust, and work in a team environment. Always stay in choice to Recognize, Raise and Resolve issues, following through is your strong suit! Advocate for the End User in a positive, optimistic, and authentic manner Strong written and verbal communication skills (great at explaining technical things to non-technical people!); Strong documentation skills Passionate about supporting our organization’s technology and learning new technology Critical thinker who leads problem-solving efforts often involving vendors and other support personnel and/or organizations. Practices agility, thrives in a fast-paced environment Experience with Active Directory, MS Office, Microsoft Intune, MS Admin Center, JAMF, Cisco Meraki, Microsoft Azure, Zoom Experience configuring hardware such as iPads, Mac Minis, Lenovo laptops and desktops, printers, video conferencing hardware IT Networking experience – LAN/WAN and Wireless. Knowledge of data cabling/computer facilities Experience with ticket logging applications as a way to manage workload (ServiceNow, JIRA) Experience managing and working alongside external IT support vendors.Skills:Desktop, Windows 10, Support, Troubleshooting, Mac, Customer service, Active directory, Windows, Hardware, Help desk support, Technical support, ServicenowTop Skills Details:Desktop, Windows 10,Support,Troubleshooting,Mac,Customer service, Active directory, Windows, Hardware, Help desk support, Technical support, ServicenowAdditional Skills & Qualifications:Must haves: Acknowledge the presence of choice in every moment and take personal responsibility for your life Possess an entrepreneurial spirit and continuously innovate to achieve great results Communicate with honesty and kindness and create the space for others to do the same Lead with courage, knowing the possibility of greatness is bigger than the fear of failure Foster connection by putting people first and building trusting relationships Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriouslyExperience Level:Intermediate LevelAbout 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.