Desktop IT Support Technician

American Express Global Business Travel - Phoenix, AZ3.5

Full-time
American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.

Get ready to make impressions that will last.

Role: This role will rotate through 3 functions of our desktop support, Depot, Deskside and Concierge Services which will cover all areas of desktop support including responsible for any System Imaging, repair, asset management. They must maintain an advanced understanding of IT hardware repair and OS management at all levels (Windows 7/10, SCCM, HP, Dell, Lenovo, etc.)

This individual will need to be familiar with Windows configuration, managing multiple systems through the imaging and configuration processes. Have asset management experience, and can follow written processes and procedures.

This position will also provide desktop support and be responsible for providing technical support for our global customer base through our Service Now platform.

Desktop technicians will work support tickets within the ITSM tool on behalf of the customers for support activities presented to the EUC team. Reporting will be provided through the capabilities within the ITSM tool.

Key Responsibilities

Highest priority on working with customers and top tier customer service
Provides on-site and remote technical service support, installation, configuration and problem resolution in Windows/ Apple / MAC / Mobility and Network environments.
System Imaging, repair and/or Asset management
Maintain an advanced understanding of IT hardware repair and OS management at all levels (Windows 7/10, SCCM, HP, Dell, Lenovo, etc.)
Windows configuration, managing multiple systems through the imaging and configuration processes
Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
Diagnoses mechanical, hardware, software and system failures using established procedures.
Determines most cost-effective repair resolution to minimize customer downtime.
Act as the primary provider of technical support to desktop and laptop computer users for hardware, Windows / Apple / Mac OS, Mobile devices and application issues.
Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
Coordinate support and repair activities with select third party vendors.
Create training documents and updates based on questions raised
Key Qualifications

3+ years of experience working in an enterprise desktop support environment with software and hardware technical issues
5-10 years of direct IT Hardware support including vendor certification
Windows 7/10 experience required certification preferred
Windows SCCM experience
Hardware repair knowledge, certification preferred
Business Writing and Documentation skills
Must have the ability to work methodically and detail oriented
Windows certifications is a plus
Service Now Ticket experience is a plus
AA in Computer Science/Technical School
Excellent interpersonal and customer service skills
Asset management systems
Windows OS System Imaging

Hardware/ Software troubleshooting and repair skills on:
PC’s
Laptops
MAC’s
Tablets
Mobile phones

Location

United States>Arizona>Phoenix

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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