REQUIRED:- Bachelor's or Associate's Degree and within 100 miles of Atlanta
- 4+ yrs of MAC support experience
- 6+ years general IT Support experience. Need to be supporting Windows and macOS-based computers
- 3+ years experience with Microsoft Office Suite and other Microsoft applications supporting a range of devices and software, acting as the first point of contact for escalations of tickets/cases related to endpoints with the goal of resolving issues
- 2+ years experience working with a service desk ticketing system such as ServiceNOW
- MUST have a background in creating knowledge-based articles for lower-level desktop support technicians
Desktop Support Technician
We are seeking a highly skilled and motivated escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end-users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.
Requirements- Work directly with the CFA team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues
- Schedule time with End Users to remotely connect to devices and troubleshoot issues
- Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation
- Collect error details, logs, and other information helpful in researching issues where a fix is not evident
- Collaborate with CFA Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users
- Create clear and concise knowledge articles that empower support personnel to effectively resolve end users' issues independently, reducing escalation rates
- Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause
- Proficient in using ticketing systems to track, manage, and resolve support requests
- Be customer focused and committed to providing timely and effective support to end users
- Handle challenging situations with professionalism and empathy
- Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues