Desktop Support Technician

Job Overview:  The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The Desktop Support Technician is responsible for providing support to end-users on a variety of issues by identifying, researching, and resolving technical problems, as well as meeting customer satisfaction and continuous service delivery demands.

Accountabilities:

• Answers evaluates and prioritizes incoming calls, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Answers incoming calls using Cisco Finesse.
• Handles all aspects of incoming/open tickets. Logs incidents and service requests and maintains relevant records. Assigns, tracks, and prioritizes trouble tickets in the ticketing system. Monitor issues from start to resolution within SLA.
• Responsible for account administration of ActiveDirectory/Azure and company-used systems and applications.
• Troubleshoots, resolves, integrates, installs, supports and maintains – Hardware, Software, operating systems (Windows 7, 8, 8.1 & 10), Microsoft applications(i.e., Office 365 Applications, Office suites, browsers), Java, In-House applications, SOTI Mobi Control, MFA, Bitlocker, proprietary Softwares, Carbonite, smartphones, VoIP, VDI/Citrix Workspace, printer(MFP), Epson Validator, Debit/label Printer, Cummin Currency Counter, IFX(1pass) scanner, Ceridian Clock, Cisco Any Connect, WiFi, NVR, and Hardware.
• Troubleshoots Network, Systems, and Security Tier 1 Incidents and escalates to the appropriate team.
• Provides technical expertise in the installation and maintenance of hardware and system software.
• Contact software and hardware vendors to request service regarding defective products.
• Image and configure computers using Image X/Dell Image Assist.
• Available for On-call rotation to support after-hours calls, including weekends/holidays.
• Works with team members to identify issues and trends and suggests long-term strategies to help mitigate future issues.
• Creates and maintains support documentation.
• Assists with the development of standards and applies these to track, monitor, report, resolve, or escalate issues.
• Assists in tier 1-2 projects.
• Researches and tests upcoming technologies and new software releases.
• Able to travel to Loomis locations as required.
• Other duties as assigned.

Primary Requirements:

• Associate Degree or technical institute degree/certificate in Computer Science, IS, or related field, required or equivalent work experience in lieu of degree.
• Experience with hardware, Operating systems, software products, Active Directory, Azure, Exchange, user account management (access control, permissions), MS Defender, Dell Image Assist, Remote Desktop software (Bomgar), SharePoint, Office 365, Cloud computing is required.
• Bachelor’s Degree in Computer Science, IS, or other related fields preferred.
• A+/Network+ Certificate is required.
• Must have a minimum of four (4) years of work-related experience.
• Must have proven analytical and problem-solving skills.
• Proven abilities to troubleshoot and diagnose hardware, software, and basic technical issues.
• The ability to Multi-Task and thrive in a busy environment is essential.
• Excellent interpersonal, verbal, and written communication skills, customer-oriented.
• Ability to adapt quickly in a fast-paced, changing environment.
• Must be a self-starter, quick learner, and highly motivated.
• Ability to work in a flexible, team-oriented environment is required

Benefits:

Loomis offers one of the most comprehensive employee benefits packages in the industry, which includes:

• Vacation and Sick Time (PTO), as well as Paid Holidays
• Health & Dental Insurance
• Vision Insurance
• 401(k) Plan
• Basic Life Insurance Plan
• Voluntary Life Insurance Plan
• Flexible Spending and Health Savings Account
• Dependent Care Account
• Industry-leading Training and Development