The Desktop Support Technician supports applications, pc’s/desktops, Patch Management, SCCM Client Health and Help Desk escalations. This role is also responsible for providing excellent customer service while maintaining the service levels and expectations of our customers.
Duties and Responsibilities:
Maintain ticket queues and properly work and document tickets completed.
Meet or exceed ticket SLA’s
Repair and maintain desktops, laptops and other hardware in the environment
Deploy client software to collections using SCCM while following licensing guidelines.
Maintain patching compliance and health using SCCM
Install, configure, and maintain technical systems to support business processing requirements.
Troubleshoot software or hardware to ensure functional objectives and SLA’s of the business are met
Assist with projects related to change controls that need hands on or onsite support.
Ensure compliance with established standards, policies, and configuration guidelines.
Schedules, installs, upgrades and maintains operating systems and software.
Helps team to audit hardware and software to ensure compliance with established standards, policies, procedures, and configuration guidelines.
Become a subject matter expert for all business units to provide support.
Be available for on call or emergency situations.
Desktop and laptop refresh projects and assert management updates.
Mac set up and support experience
Basic IP phone trouble shooting and replacement
Provide Tier2/Tier3 technical and/or functional support to businesses as needed
Performs other duties as assigned
Preferred but not required Four (4) year degree or equivalent experience
A+ certification or equivalent work experience in desktop support (Experience: 1-3 years
SCCM OSD, Imaging or similar desktop imaging technology
Active Directory experience
Office 2010, 2016, Office 365
Windows XP, 7,8,1,10 installation and deployment
Windows and Office Patching experience
Printer support, mapping and troubleshooting
Remedy or equivalent ticketing system
Experience with Mobile Iron or other Mobile management software
Problem solving and troubleshooting
Excellent documentation and written skills
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