Desktop Support Engineer in United States, NV, United States for TELUS Digital
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Desktop Support Engineer
Req ID: Req_00184620_US
Location: United States, NV, United States
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Description
IT Operations Technician
Location: Sparks, Nevada (Onsite 5 days at Office)
Travel Requirements: Occasional Travel to Winnemucca, Nevada
Responsibilities:
Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Security
Act as escalation point and track progress for non-Desktop and Mobile related incidents
Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incidents
Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT requests
Control Inventory Management for Desktop and Mobile related Hardware
Diagnose and resolve network and workgroup printer related issues
Diagnose and resolve client access issues related to network access and MFA
Upkeep, design, and implementation of proprietary client software and applications
Provide front line support to over 2500 business professionals
Coordinate with client to determine appropriate hardware and software needs for end users
Log, resolve and/or track progress of all incidents and service requests reported to IT Support
Required Knowledge and Qualifications/Skills:
1 to 3 years technical support experience in Desktop Support
1 to 3 years technical support experience supporting any of the following: internet, network, hardware, software.
Excellent customer service skills.
Good communications skills both written and verbal
Proficient with Windows 11 Operating Systems
Proficient with Microsoft Office Application Suite
Proficient with Office 365 Application and cloud-based applications (i.e. Azure, Intune).
Basic understanding of TCP/IP networking
1 to 2 years of experience with network printers
1 to 2 years of experience working in a team environment
1 to 2 years of experience with a computer imaging solution
Strong Hardware and Software problem solving skills
Preferred Professional Experience and/or Educational Designation/Certification:
Undergraduate degree or diploma, preferable in a technical discipline or equivalent and relevant work experience
Certification in A+ and/or Network+ or equivalent would be considered an asset
Experience with Incident Management solutions, preferably ServiceNow
Basic understanding of modern endpoint detection and response tools.
1 to 3 years of experience with Smartphones, particularly, Apple IOS device
Experience with MFA technologies
A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.
A professional that demonstrates empathy by listening to understand the client's unique support needs and situations, in order to communicate in a clear, honest, and genuine way
A team member who collaborates to get things done by leveraging their own and each other's talents
A team member who willingly adapts to meet the changing needs of our clients
A team member who proactively seeks to make things better
About Company:
TELUS Digital is the customer experience transformation partner to the world''s most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant''s qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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