***Only qualified Desktop Support Analyst candidates located near Charlotte, NC will be considered due to the position requiring an on-site presence***
Required Education:
• Minimum of an Associate's Degree in a computer technology field or equivalent from a two-year college or technical school
Preferred Certification:
• Certifications obtained or working towards: ACMT, CCT, ITILv4, CompTIA
Required Skills:
• 3–5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face-to-face in a 'walk-up bar' type of corporate environment preferred
• Familiarity supporting current macOS releases and Windows 10/11
• Familiarity with wired and Wi-Fi networking and Windows Active Directory
• Familiarity with Exchange, AD, software distribution systems, and related technologies
• Working knowledge of collaboration tools such as Slack and Google Workspace; familiarity with video conferencing technologies such as Zoom
• Familiarity with ticketing systems such as ServiceNow
• Strong mobile device support experience (Android, iOS)
• Ability to work independently and within a team
Job Details:
The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems. Maintains and implements desktop solutions in support of organizational business needs. Provides professional-level phone support to customers. Performs all duties in accordance with company policies and procedures.
Duties:
• Troubleshoot and replace laptop and PC hardware
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to the next level of technical staff
• Set up, maintain and troubleshoot
• Participate in the IT Support queue, which will result in assigning and prioritizing open issues
• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation
• Troubleshoot issues as 1st and 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
• Build\deploy new workstations (desktops, laptops)
• Install\upgrade hardware\software on Windows workstations
• Troubleshoot assigned tickets to determine if the issue can be resolved or determine the appropriate group for escalation
• Maintain positive relations through effective customer follow-up
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Your team at Rose International is always very helpful and responsive.
Barbara, Consultant
Thanks for the opportunity. If in the future I ever need a job, I would like to work for Rose International.
David, Consultant
Rose International maintained good communication during assignments and are very informative through email and phone calls.
Sade, Consultant
I had a very positive experience working for Rose. The entire process is very efficient and easy.
Joanne, Consultant
Rose International was not only attentive and responsive, but they were very professional and helpful whenever I called or needed any assistance.
Diane, Consultant
EMPLOYEE COMMENTS