Desktop Support Technician

About This Role

This role provides operational support for computing devices, applications, networks, and servers in a manufacturing and warehouse environment. The technician will manage break/fix issues and service requests, ensuring resolution within expected quality and service level agreements.

Responsibilities

• Manage all aspects of break/fix and service requests specifically for their area of responsibility.
• Troubleshoot and resolve user issues related to macOS/iOS on Apple devices.
• Install network devices and troubleshoot network-related issues independently.
• Deploy computing device images and applications using Microsoft SCCM or Intune.
• Create and manage change records correctly and in a timely manner.
• Lead multi-discipline root cause investigations impacting their area of responsibility, following Problem Management processes.
• Troubleshoot local server issues including file & print, application connection, and security.
• Troubleshoot network printer issues independently.
• Communicate clearly and consistently, both in written and verbal form, with all levels of staff.
• Work on several small and medium assignments simultaneously through completion from various sources.

Requirements

• 5+ years’ experience with Apple support to include troubleshooting and resolving user issues with macOS\iOS
• Experience with installing network devices and troubleshooting related issues
• Experienced in Microsoft SCCM or Intune to deploy computing device images and applications
• Full understanding of Change Management as it pertains to what constitutes a change in a site support operation
• Experience leading a multi-discipline root cause investigation that impacts their area of responsibility
• Experience with troubleshooting local server related issues
• Experience with troubleshooting network printer issues
• Ability to communicate clearly and consistently, both in written and verbal form, with all levels
• Understanding of Active Directory and how AD ties into system security/permissions
• Demonstrated ability to use monitoring tools to gain insight into the health of IT infrastructure and computing devices
• Certified for computing device and peripheral warranty process and repairs especially in Dell and HP equipment.
• Ability to work with managed service providers to troubleshoot and drive to resolution on IT issues

Qualifications

• 5+ years’ experience with Apple support (macOS/iOS) and experience in troubleshooting.

Nice to Have

• Microsoft – MCSA/MCSE – Windows 11, Server 2012/2019
• Experience with using other IT related tools; Azure, SCCM, AWS, Active Role Server
• Experience using project management tools and methodology
• Knowledge of supporting and troubleshooting issues with Lexmark and Zebra network printers
• Knowledge of supporting and troubleshooting issues with vehicle mounted units (VMU) and handheld units (HHU), as well as VM1A’s in a manufacturing environment
• Knowledge of supporting and troubleshooting issues with conference room setup’s, such as Microsoft Teams Rooms

Skills

* Required skills

Benefits