Desktop Support Technician Iii

Overview

Summary: AmTrust Financial Services, Inc. is looking for a driven Desktop Support Technician III, who is responsible for the effective analysis, troubleshooting, and accurate problem solving of technical incidents and escalations.  The Desktop Support Technician III will also be responsible for scheduling, managing, and directing all on-site IT implementation activities, such as Desktop Support, site assessment, hardware/software installation, network and systems installations and configurations.

Responsibilities

• Responsibilities: 

  • Perform remote and on-site troubleshooting through efficient troubleshooting methodology.
  • Test and deploy hardware and software solutions as part of new deployments, break-fix issues, and move-add-change.
  • Provide best-in-class white-glove customer service through our service management system, ServiceNow.
  • Proactively reach out to customers about their technology needs and address issues before they occur.
  • Follow up with customers to ensure their technology needs are being met and issues are resolved.
  • Update and maintain technology knowledge base with customer-facing and internal troubleshooting documentation.
  • Track and thoroughly detail technology issues through service management system.
  • Identify issues, propose solutions, and test new technologies or process changes.
  • Manage end-user technology projects, such as migrations, deployments and introduce new technology solutions.
  • Provide technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.
  • Provide onsite, phone, and remote support to all employees.
  • Provide leadership with Asset Management initiatives such as inventory and stockroom audits.
  • Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
  • Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.
  • Ability to follow and improve ongoing Service Desk procedure documents and Knowledge Base.
  • Provide after-hours and 'on-call' support, as necessary.
  • Provide desktop/laptop break/fix/maintenance support.
  • Provide support to growing mobility platforms (iOS, Android, MacOS and Windows based platforms).
  • Troubleshoot, research, and resolve escalated technical problems and incidents.
  • Research new industry technologies and recommend proactive solutions within the environment.
  • Act as local point-of-contact to AmTrust offices for administration and maintenance of laptops/desktops, backup routines and network OS software, as needed.
  • Troubleshooting of local and network printers.
  • Ability to work on projects and meet timelines as necessary.
  • Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process.
  • The Desktop Support Technician III provides wide ranging system administration in a multi-platform environment.
  • Responsible for general systems administration tasks including system configuration management, OS installations, security updates, urgent system patching.
  • Writes and implements scripts to automate tasks.
  • Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, and system disruption awareness and predefined key processes.
  •  Reviews system logs, application logs and security logs.
  •  Bridge data over to updated platforms from legacy applications.
  •  Develop a set of project tools and procedures to handle large complex integration efforts.

Qualifications

Qualifications: Required:

• Proven experience troubleshooting complex technical problems.
• Proven excellence in customer service, interpersonal and customer-facing skills.
• Strong listening and problem-solving skills.
• Provides prompt, clear, and ongoing communication with end users to define clear expectations.
• Experience troubleshooting conference rooms, Teams conferencing issues, telephony systems, messaging platforms and collaboration tools.
• Extensive knowledge and experience troubleshooting issues with Windows based technologies including Windows 10, SCCM, Azure, Exchange, Active Directory.
• Experience troubleshooting issues with Mac OS, DNS, DHCP.
• Outstanding troubleshooting skills in WAN/LAN/Desktop situations.
• Remote Connectivity tools such as TeamViewer and Remote Desktop.
• Microsoft Office Suite 365.
• Cisco Call manager and Cisco Unity Voicemail.
• Experience with VDI, virtual desktops, imaging workstations, deploying, and troubleshooting break/fix hardware and peripherals.
• Troubleshooting mobility issues related to MDM, MFA, mobile devices, VPN, laptops, and remote connectivity.
• Fluency with Microsoft Office and strong troubleshooting knowledge; O365/Azure a plus.
• Experience working with a service management system (ServiceNow, Remedy, Jira, etc.).
• Ability to diagnose and resolve technical issues and eliminate repetitive issues both on-site and remotely quickly and effectively.
• End user-focused, excellent communication skills, and best-in-class customer support.

• Associate or bachelor's degree. Proven industry experience will be acceptable in lieu of degree.
• Minimum 4-5 years of experience of IT infrastructure, knowledge across multiple areas of the IT environment with a demonstrated ability to translate business challenges to IT opportunities.

• Minor after-hours and weekend work will be required.
• Self-starter with the ability to effectively work with minimal supervision.
• Ability to manage multiple end-user support requests effectively.
• Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly.
• Experience with creating standards and documentation.
• Ability to work both independently and as part of a project group, with time constraints.
• Strongly customer service oriented; organizational and communication skills, positive and can-do attitude.

• Minimal travel required.
• Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.
• Strong knowledge of design techniques and principals involved in production of drawings and models.
• Strong knowledge of computer software, such as Visual Basic, Java, SQL, etc.
• Strong knowledge of ITIL and ITSM foundations and best practices.
• Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
• Strong ability to work independently and manage one's time.

Preferred: 

• Strong leader & team player - collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis.
• Proven track record of customer focus - evaluates decisions from the perspective of the customer; builds strong relationships with customers; and creates processes that reflect the customer's viewpoint.
• Ability to communicate clearly and succinctly, evaluate information/data effectively to make decisions; anticipates obstacles and develops plans to address them.
• PowerShell experience is preferred.
• A working knowledge of Application Packaging for deployments in SCCM and Intune.

• Microsoft MCP (MS Certifications), A+ Network+, Apple and ITIL certifications are a plus.
• Basic Networking (TCP/IP) is desirable.
• BSc/BA in IT, Computer Science, or relevant field.

 

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What We Offer

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

 

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

 

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

Employment Type: FULL_TIME