Desktop Support Technical II

Location: Pittsburgh

Job Type: Full Time / Permanent

This Desktop Support II personnel will be a member of the Support Team. As an employee, the candidate will provide service by quickly and effectively resolving complex technical issues for which there may not be established knowledge assets to reference.

Responsibilities/Duties:  Receive and accurately prioritize and resolve all support requests in a timely manner using the company’s toolsets. Perform post-resolution follow-up to ensure reported incidents have been successfully resolved. Ability to train end users to avoid recurring issues. Cross-training of support peers with the goal of having all team members familiar with all supported technologies. Engage 3rd party vendors as necessary. Independent continuous learning to maintain a level of technical competency and business awareness to provide quality support services as new technologies are implemented. Maintain frequent positive communication with peers and IT teams to maintain awareness of issues or changing processes/standards. Continually add and update knowledge bases as support requirements evolve. All other duties as assigned.

Required Qualifications:  Bachelor’s Degree (Information Technology, Networking, or related field) or equivalent experience. 3 – 5 years of experience with Microsoft Office Suite products including Outlook, Google Workspace products, Laptop and Desktop hardware, Active Directory, RMMs, Windows XP-10, Windows Server 2012-19, remote control technologies such as Microsoft Remote Desktop, Terminal Emulation programs. Prior experience with FortiGate firewalls, Ubiquiti switches and additional network equipment are strongly preferred. Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. Ability to ask questions to gain a clear understanding of technical issues to determine the most appropriate urgency and course of action. Strong analytical, prioritizing, interpersonal, problem-solving skills. Demonstrated collaborative skills and ability to work well within a team. Strong verbal and written communication skills. Ability to work in a fast-paced environment. Self-motivated with critical attention to detail.

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