Job Description

Title: Desktop Support Technician/IT Systems Engineer

Work Location: Longmont, CO 80503

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Shift: Mon-Fri 8.00AM-5.00PM

Payrate: $ 35.00 - 35.00/hr.

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Job Description:

• As a member of the End User Services, Desktop Support, Senior Engineering Specialists, the position will work in various aspects of desktop support.
• This is a “senior” level desktop support engineer with a minimum of 5 years' experience. Duties and responsibilities include but are not limited to the following:
• Configures, deploys, maintains, troubleshoots, and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Research, maintain, install, and troubleshoot all aspects of laptop and desktop hardware and associated software.
• Troubleshoots technical issues while interfacing directly with users. Excellent customer service skills and high standards of excellence are expected when interfacing with peers, customers, and management
• Performs hardware repairs and replacements as needed, including troubleshooting faulty components, and coordinating repairs with external vendors.
• Troubleshoots and determines the root cause of problems with software or hardware incompatibilities or network connectivity issues.
• Follows processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions.
• Evaluates and implement application software solutions as identified by Corporate IT
• Has the ability to take proactive, corrective actions to resolve issues in advance of system problems
• Installs, configures, analyzes, resolves, and repairs all hardware and software issues involving Windows and Mac OS computers.
• Provides total support of the desktop environment in accordance with defined standards and procedures.
• Manages the overall ticket queue in ServiceNow, ensuring tickets are triaged, assigned, and resolved in a timely manner according to established SLAs, and priorities.
• Utilizes asset management software and tools to track asset assignments, lifecycle, and maintenance.
• Maintains password security, data integrity, and file system security for the desktop environment.
• Communicates with customers, peers, and management regarding ticket status updates, resolution timeline, and any additional information required for troubleshooting to ensure transparency and managing expectations.
• Provides technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems, and conferencing tools like Teams and Zoom.
• Researches and resolves computer compliance issues related to Windows updates, computer uptime, security updates, and configuration errors.
• Handles multiple administrative duties to allow the team to operate efficiently.

Required Skills:

Your Experience Includes:

• Strong organizational skills that include attention to details, flexibility, and time management.
• Excellent oral and written communication skills and should be able to demonstrate these skills during the job interview
• Installing, configuring, and troubleshooting desktop and laptop systems and familiarity with system imaging processes.
• Documenting trouble tickets from inception through closure in an Enterprise Incident Management Systems such as Service Now or Remedy
• Proficiency in supporting Windows 10, Windows 11 and Mac OS support including iOS and Android mobile platforms.
• Experience with Active Directory
• Experience with maintaining password security, data integrity, and file system security for the laptop environment utilizing BitLocker.
• Experience using critical thinking skills to identify and resolve technical issues.
• Experience with providing technical support to internal and remote computer systems using tools like Bomgar
• Experience with Microsoft Configuration Manager (SCCM/MECM) preferred
• 5 years of experience working directly with customers in a desktop support role to resolve technical hardware and software issues
• Broad knowledge of Office 365 online applications (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, OneDrive, Forms, Stream, Tasks, Video and OneNote)
• Completing any other tasks as assigned by the IT Desktop Support manager
• Required Education:
• Associate Degree in Computer Science, Information Technology or a related field or its equivalent plus 5 years' (minimum) experience.
• Relevant Technical Certifications a plus, A+, MCP or HDI preferred.
• CompTIA A+

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

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