Desktop Support Technician III

Aquent is partnering with a prominent organization dedicated to delivering vital services, where technology underpins every aspect of our operations. This company is committed to maintaining a seamless and efficient technical environment, empowering its workforce to focus on what they do best. Join a team that values innovation and reliability, ensuring critical functions run smoothly and reliably.

Are you ready to be the hero behind the scenes, ensuring smooth operations and empowering an entire workforce? In this pivotal role, you won't just be troubleshooting technical issues; you'll be the backbone of our operational efficiency, directly impacting daily productivity and ensuring uninterrupted service delivery. Your expertise will be crucial in maintaining the digital tools that drive our mission forward, making a tangible difference in the day-to-day lives of our employees and the success of our organization. You will be the first point of contact for technical assistance, resolving issues swiftly and efficiently to minimize downtime. You will play a key role in maintaining our IT infrastructure, from hardware setup to software deployment, and contribute to a responsive and supportive IT environment. This position offers the opportunity to collaborate with various teams, continuously enhance your technical skills, and directly contribute to the operational excellence of a forward-thinking company.

Key Responsibilities

• Serve as the primary point of contact for employees seeking technical assistance via phone, email, or in person.
• Perform remote troubleshooting using diagnostic techniques and pertinent questions to resolve technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install, configure, and upgrade PC software and operating systems, including Windows 10, Microsoft 365, and other essential applications.
• Maintain the daily performance of computer systems, assisting with hardware setup and addressing issues related to peripherals such as printers, scanners, and video conferencing equipment.
• Record events, problems, and their resolutions in logs or helpdesk software like ServiceNow, and meticulously track inventory of equipment and spares.
• Follow up with clients to ensure their systems are fully functional, providing feedback or training when necessary, and coordinate with other IT staff for problem escalation and resolution.

Must-Have Qualifications

• Associate's degree in computer science or a related field, or equivalent work experience.
• 5-7 years of experience in a desktop support or IT support role.
• In-depth knowledge of computer hardware, software, and networking, with hands-on experience in Windows-based environments.
• Excellent troubleshooting skills for resolving a wide range of technical issues promptly.
• Familiarity with network troubleshooting, services, and tools related to firewalls, VPN, TCP/IP, network routing, and switches.
• Strong customer service orientation coupled with effective communication skills to clearly interpret and advise on technical issues.
• Proven experience with helpdesk or IT support tasks and using issue tracking systems.
• Ability to manage time and priorities effectively within a fast-paced working environment, maintaining detailed records of incidents and solutions.

Nice-to-Have Qualifications

• Experience with Break/Fix troubleshooting.
• Proficiency with ServiceNow (highly preferred).
• Experience with SCCM.
• A highly motivated self-starter comfortable working in a dynamic, fast-paced environment.

What to Expect

This role requires daily travel within a designated service area, typically within a 30-minute radius of the primary office. Mileage will be covered, but candidates must provide their own transportation.