Service Desk Support Technician

Service Desk Support Technician

We are seeking a full-time IT Service Desktop Support Technician in Albany, GA with passion and drive to provide great service and support and have fun! In this role you will provide tier 1 and tier 2 Service desk and desktop support services, remote and in person. The position will assist with software, hardware, and application support, setting up new users, installing, diagnosing, repairing, maintaining, and upgrading hardware and software.

• Provide Excellent Customer Service

• Provide telephone and customer service, both in person and remote.

Maintain tickets and create applicable reports in KACE Service Desk system

• Respond and complete user requests in a timely manner in accordance with published SLA's.

• Creates and maintain procedural documentation and KB articles as needed.

• Support all hardware including smartphones, desktops, laptops, tablets, printers, and other technologies provided to corporate and remote field users.

• Work to acquire and maintain certification of current and new hardware.

• Install, support, and maintain all desktop applications within the PPC application inventory

• Maintain up to date list of computer applications, patches, updates, and version control.

Provide Excellent Customer Service (30%)

Provide telephone and customer service, both in person and remote.

Maintain tickets and create applicable reports in KACE Service Desk system

Respond and complete user requests in a timely manner in accordance with published SLA's.

Creates and maintain procedural documentation and KB articles as needed.

Hardware Support (20%)

Support all hardware including smartphones, desktops, laptops, tablets, printers, and other technologies provided to corporate and remote field users.

Work to acquire and maintain certification of current and new hardware.

Application Support (20%)

Install, support, and maintain all desktop applications within the PPC application inventory

Maintain up to date list of computer applications, patches, updates, and version control.

Preventative Maintenance (5%)

Maintain IT inventory of spare equipment with a focus on minimizing user downtime

Identify potential improvements to on hand inventory as well as remove obsolete items.

Travel and On-Call (10%)

Assists with team coverage regarding call-schedule rotation.

Must be able to travel to various branch offices, possible overnight on occasion.

Efficiently rollout new systems and onboarding (15%)

Define, document, and assist in continuous improvement of the computer rollout process.

Maintain inventory and load desktop images.

Creation of new accounts in AD

Obtain safety and security training as expected by all company personnel.

• Must have a desire to work in a team-based environment and contribute immediately.

• 2-year degree in IT or associated field preferred

• A minimum of 5-years of IT support experience; or a related combination of education and or experience.

• Minimum 3 years of experience maintaining computer hardware and software.

• Experience with Service Desk software, preferably KACE

• Prefer strong experience providing end user IT support in a large multi-company environment of 2,000 + users.

• Microsoft, Apple, ITIL, or Customer Service certifications a plus.