Device Support Technician

Qualifications:

• Bachelor’s degree in computer science, Information Systems, or a related field preferred.
• Alternatively, a technical institute degree/certificate in a relevant field is acceptable.
• Provide exceptional "white glove" customer service by promptly resolving technical issues, offering accurate solutions, and maintaining clear communication with customers.

Experience:

• 2+ years of experience in a fast-paced Support Center environment, providing direct support for desktops and laptops.
• Proven track record of consistently meeting service goals and key performance indicators (KPIs).
• 1+ year of experience with Windows administration and Active Directory.
• Microsoft Certified Professional (MCP) and/or CompTIA Certifications preferred.

Key Metrics for Success:

• Customer Satisfaction
• Time to Resolution/Close
• Successful Completion of Group Projects.

Core Competencies:

• Honesty & Integrity: Acts ethically and maintains trust. Does what is right, not what is easy. Speaks openly and truthfully.
• Quick Learner: Demonstrates the ability to quickly absorb and apply new technical information.
• Attention to Detail: Identifies and addresses important details to ensure quality and accuracy.
• Enthusiasm: Exhibits passion and energy for work. Maintains a positive, can-do attitude.
• Organization & Planning: Efficiently plans, organizes, and prioritizes tasks, ensuring timely completion of key projects.
• Calm Under Pressure: Performs effectively even under heavy stress or tight deadlines.
• Persistence: Shows determination and a commitment to completing tasks and overcoming challenges.
• Work Ethic: Demonstrates a strong commitment to hard work and flexibility to meet project demands, including working long hours when necessary.

Responsibilities:

• Cultivate and maintain positive relationships with customers to ensure a high level of satisfaction.
• Prioritize work, manage time effectively, and meet deadlines.
• Support the deployment and maintenance of company desktops and laptops.
• Document solutions and resolutions for future use by the team and other departments.
• Serve as a Subject Matter Expert (SME) and point of contact for technical issues.
• Accurately track work through ITSM tools to ensure transparency and communication.
• Provide ongoing support for Device Support projects and initiatives.
• Demonstrate flexibility, including availability for occasional night and weekend work as needed.
• Maintain application deployment packages through MECM/SCCM and Intune.
• Participate in the creation and management of Gold Images for company desktops and laptops.
• Adhere to company policies and procedures for computer and software deployment and decommissioning.
• Act as the primary point of contact for incidents and service requests from users via phone and email.
• Troubleshoot and resolve issues, presenting solutions in a clear and user-friendly manner for individuals with varying levels of technical knowledge.
• Communicate effectively with customers, coworkers, and management.
• Configure and manage Apple devices using AirWatch or Intune.
• Troubleshoot and configure peripherals, including desktops, laptops, printers, and other devices.
• Crosstrain and assist team members when needed.
• Provide support for software applications, including email clients, CRM systems, Office 365, Outlook, Edge, Chrome, VPNs, and other business-critical tools.
• Utilize device management tools to manage user devices and applications.
• Adapt to change and handle additional tasks as assigned.
• Actively contributes to the success of the Device Support Services team.