Sr. Desktop Support Technician

job summary:

Are you a senior technical expert with a passion for leadership? We're looking for a Desktop Lead to lead our front-line support team from the trenches. This is a 'player-coach' role where you will act as the final escalation point for complex technical hurdles while simultaneously mentoring junior staff and refining our support workflows. We need someone who is as comfortable administering MDM policies and writing scripts as they are presenting performance metrics to stakeholders. If you have a 'no task too small' attitude and a 'big picture' mindset for process improvement we'd love to chat.

location: Nashville, Tennessee job type: Contract salary: $27 - 32 per hour work hours: 8am to 5pm education: Associates

responsibilities:

• Provide technical support to office employees. Respond to employee questions and issues regarding computer systems and software, phone systems, laptops, mobile devices, and other technology systems. Utilize existing IT management systems (ServiceNow, ServiceRequest, internal procurement tools, etc.) to manage delivery of services and solutions. If necessary, coordinate resolution with other internal IT groups and vendors and ensure follow-up. (30%)
• Perform installation and maintenance of computers, laptops, and virtual machines and related hardware. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed. Troubleshoot equipment usage as necessary. (20%)
• Coordinate efforts with technology staff from other regional offices and the EUT/TSS department. Act as liaison between the staff and these IT groups. Communicate the technology needs of your clients for which you have responsibility to the appropriate parties. Keep your manager, local business management, and EUT team apprised of technical issues for the affected offices. (20%)
• Perform local network and server administration tasks for a Windows 11 network. Assist diagnosing and resolving server and network related issues and replace local communications room hardware. (10%)
• Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management. (10%)
• Understand the evolving technology needs of the business units we support. Provide custom technology-based solutions as needed. Provide training for staff on software/technology issues on a regular basis. (10%)
• Provide daily metrics of problems and resolutions activities using ServiceNow.

qualifications:

Bachelor's Degree: Computer Science or Engineering degree preferred.

1-3 years of working experience.

1+ year of experience in desktop support or related experience.

Client-facing support experience preferred.

Skills:

Excellent interpersonal and communication skills, troubleshooting abilities, and a strong ability to self-manage, prioritize, and multitask.

Maturity and professionalism to work directly with high-level, often executive-level, business and technology employees.

Strong technical skills and experience on multiple computing platforms (Laptops, VDI, Windows 11, Mac).

Experience with networking, client-server environments, mobile device administration (iPhone/iPad, Android), IP telephony, and internal and external video conferencing systems.

Knowledge of Windows Server (e.g., folder redirection, roaming profiles, distributed file system (DFS), permissions, and shares).

Strong knowledge of ServiceNow, Microsoft Intune, Office 365, Slack, Zoom, iOS and Android devices, Windows 11 OS, and PC hardware and peripherals.

Knowledge of Virtual Desktop Infrastructure (VDI)/Citrix, Microsoft Active Directory (Active Roles interface), and Cisco desktop phones and features.

Special Preferred Knowledge and Skills:

Product management experience.

Willingness and ability to lead or participate in firm-wide projects.

Experience with a financial services Operations department.

Experience conducting technology training.

skills:

Microsoft Active Directory,Android,iOS,Cisco,Citrix,client-server,PC hardware,computing platforms,computers,Virtual Desktop Infrastructure (VDI),distributed file system,FactSet,IT management,IT Services,computer systems,Computer Science,laptops,local network,Microsoft Intune,Office 365,Windows 11,peripherals,roaming,server administration,ServiceNow,Slack,virtual machines,IP telephony,Knowledge of Windows Server,multitask,communications,interpersonal and communication skills,Coordinate,ability to lead,Act as liaison,Troubleshoot,troubleshooting abilities,professionalism,self-manage,administration,Install,business management,desktop support,diagnosing,financial services Operations,front office,financial services,Zoom,Level II,maintenance,priority management,metrics,mobile devices,mobile device,prioritize,Product management experience,product training,strong technical skills,hardware support,technical support,telecommunications equipment,telephone,Trading,video conferencing systems

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.