Desktop Support Technician

Scope:

• Provide technical support to employees and contractors in person
• Provide high level of customer service and professionalism in accordance with policies, practices, and expectations
• Diagnose and troubleshoot technical issues according to client's expectations
• Document issues, troubleshooting steps, and resolutions in ticketing system
• Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
• Escalate unresolved complex issues to appropriate support teams

KEY QUALIFICATIONS:

• Excellent customer service skills
• Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
• Excellent English-language oral and written communication skills
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
• Ability to maintain composure and customer-service focus in stressful situations
• Motivation and ability to work as part of a distributed team
• Conceptual understanding of IP networking and basic network troubleshooting skills
• Conceptual understanding of multi-tiered and web-based information systems architecture
• Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
• Experience troubleshooting macOS and iOS operating systems
• Experience using an IT service management or CRM system for tracking technical support cases
• Experience using a knowledge base system

Must have:

• Customer Focus
• Hardware Configuration/Distribution/Provisioning
• iOS
• Mac OS X

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.