Service Desk

This Service Desk position provides support for workstations with Windows and MAC operating systems, desktop peripherals, and mobile device management. Responsibilities include asset tracking, troubleshooting application software problems, and assisting users with efficient application use. The role emphasizes excellent customer service, strong relationship building, and adherence to best work practices to deliver exceptional results.

Must Have

• Troubleshoot hardware and software, installations, and support for internal and external customers.
• Plan work routines, meet performance metrics, and ensure quality control.
• Perform remote and/or on-site troubleshooting using diagnostic techniques.
• Image, configure, install, and repair computer endpoints.
• Install computer and endpoint Windows updates, software updates, and firmware.
• Responsible for imaging systems and deploying software through SCCM.
• Effectively prioritize and manage multiple incidents and requests.
• Diagnose, troubleshoot, and resolve hardware, software, or network problems.
• Perform desktop and endpoint data backups and disaster recovery operations.
• Monitor ticket workflows in accordance with SLAs.
• Support, manage, optimize, and maintain configuration of desktops, laptops, and mobile devices.
• Provide technical support for Mac OS, Windows, and Office based workstations.
• Provide technical support after normal business hours on an on-call rotation.
• Maintain accurate inventory and asset information.
• Associate degree in computer technology and a minimum of two years of experience.

Good to Have

• Microsoft and CompTIA certifications preferred.

Job Description

Position is responsible for providing support for workstations with Windows operating systems, MACs, desktop peripherals, mobile device management, asset tracking, and troubleshooting problems with applications software. Assist users in the efficient use of applications and provide escalations on technical support issues. Focuses on providing excellent customer service, building strong relationships, safety, and best work practices with the goal of delivering exceptional results.

Essential Functions:

• Troubleshoots hardware and software, installations, and support to both internal and external customers.
• Planning work routines, meeting performance metrics, quality control, training, documenting, and effective communication are key elements of the position.
• Perform remote and/or on-site troubleshooting through diagnostic techniques and pertinent questions. Documenting issues and resolutions properly for record keeping and posterity.
• Image, configure, install, repair computer endpoints, while consistently following up with users to ensure proper function.
• Install computer and endpoint Windows updates, software updates, firmware.
• Responsible for Imaging systems and deploying software through SCCM.
• Effectively prioritize and manage multiple incidents and requests as assigned. Working to answer, evaluate, and prioritize incoming telephone, work orders, e-mail, and in-person requests for assistances from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Contribute to developing training materials, procedures or conducting training to users in the proper use of hardware or software.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Perform desktop and endpoint data backups and disaster recovery operations.
• Monitor ticket workflows in accordance with SLAs.
• Support, manage, optimize, and maintain the configuration and installation of all desktops, laptops, and mobile devices to include, but not limited to, patching, configuring, upgrading hardware or software.
• Provide technical support to staff utilizing Mac OS, Windows, and Office based workstations.
• Provide technical support after normal business hours on an on-call rotation or whenever necessary.
• Maintain accurate inventory, asset information and various other asset records in accordance with department policy and procedures.
• Lead, facilitate and/or participate in IT related projects as directed.

Knowledge and competency of the following technologies:

• Windows Operating Systems
• Apple iOS
• Microsoft System Center Configuration Manager
• Microsoft Active Directory and Group Policy
• Hardware imaging and configuration
• Hardware/Software security and encryption

Minimum Qualifications

• Associate degree in computer technology and a minimum of two (2+) years progressively responsible experience in the computer support field.
• A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
• Microsoft and CompTIA certifications preferred.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

Job Requirements

On-Site

By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.