Desktop Support Technician role focused on managing desktop incidents, deskside and IMAC support, and lifecycle maintenance on-site in Marion, NC.

Handle desktop device incidents covering hardware, software, and connectivity through to resolution.
Manage IMAC and deskside support services.
Perform hard and soft break-fix support for laptops and desktops.
Support, maintain, and manage the desktop environment for Field Users across the full lifecycle, including remote management of desktop devices using appropriate tools.
Support and maintain configuration and installation of desktop systems, including patch updates and hardware replacements (with spares provided by the vendor).
Analyze Service Desk calls and desktop incident data to identify potential user training needs and potential automation opportunities.
Ensure each desktop device is installed with the appropriate desktop image.
Monitor security profiles and anti-virus software on all desktop devices; take appropriate action when requirements are not met.
Provide VIP deskside support per contract and serve as the site point of contact for IT-related issues when other IT support teams are unavailable (for MI calls).

Desktop support experience: 2 years (required).
IT support experience: 2 years (required).
Active Directory experience: 2 years (required).
Ticketing tool experience: 2 years (required).
Windows experience: 2 years (required).
Good to have: knowledge of AD and smart hands and feet support.
Good to have: experience supporting MAC devices and tablets.
Experience with a Service management tool (example listed: ServiceNow).
Strong expertise with EUC tools, remote support tools, MS Office, and Outlook.
Preferable understanding of Lync, VPN, and mobile device support.
Awareness of ITIL processes including Incident, Change, Problem, Service Request, and related activities like spare and buffer stock management.
Education: Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics (requirement text truncated).

Desktop Support Technician

Job Description