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Desktop Support Technician

Company: JobRialto
Location: Princeton
Posted on: April 1, 2024

Job Description:


The IT Desktop Support Technician is an important member of the IT Infrastructure team at Clearway Energy Group (CEG). The IT Desktop Support Technician is someone with strong customer service and troubleshooting skills to resolve technical issues for our end users. The Desktop Support Technician will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues. Day to day responsibilities consist of Installing, testing, maintaining, and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.

What You'll Be Doing

Taking initial telephone or service ticket inquiries and troubleshooting or managing end user hardware, software, or network problems

Responsible for executive level desktop support, requiring a higher level of service

Utilizing Active Directory for user management and assigning users to Group Policy Objects

Responding to and supporting the resolution of server and network issues with Tier 3 support

Provide 1st level client support through our help desk ticketing system

Recognizing and escalating more difficult problems to Tier 3 support

Supporting a Microsoft Windows environment, including the windows stack, Active Directory, and hosted M365

Use Remote Monitoring tools and call tracking to log and route tickets

Imaging and Deploying Desktops and Laptops for end users

Creating and maintaining client-related documentation

Actively participating as a strategic member of the technology team, including participating in team meetings, and providing onsite support for remote IT Engineers

Participate in the maintenance, updates, planning and installation of client computers and application software

Participate in working with the business to build automated workflows that are repetitive, replicable, and comprehensive, through continuous improvement of our processes

Assist the CEG compliance and cybersecurity teams to align processes with regulatory requirements

Facilitate the deployment of new client computer systems and application integration to support business needs

Assist in the coordination of planned maintenance activities to ensure IT systems are properly implemented and maintained according to best practices with as little impact to the business as possible

Assist in the development and maintenance of proper processes, procedures, and system documentation according to industry best practices and regulatory requirements

This role requires a strong working knowledge of the following:

Microsoft Windows Operating Systems including M365 Support

Strong Customer Service techniques in an IT environment

ITIL framework

IT Service Management Software (i.e., ServiceNow)

Proficient in IT procurement processes and procedures

Strong Incident skills and troubleshooting techniques

Exceptional work ethic and time management skills

Ability to work well independently and/or as part of a team

Strong communication skills and a commitment to customer service at the executive level

Ability to travel 10% of the time, and on short notice

Participate in after hours on call rotation as necessary for problem resolution, and project management installations

Education: Bachelors Degree

Additional client information:

Keywords: JobRialto, Trenton , Desktop Support Technician, Professions , Princeton, New Jersey

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