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DOCUmation · 4 months ago

Desktop Support Tech II

San Antonio, TX

Full-time

Onsite

Entry, Mid Level

2+ years exp

DOCUmation is seeking a skilled Desktop Support Technician II to join their IT team in San Antonio, TX. This role focuses on resolving IT tickets, handling common technical issues, and ensuring smooth operation of employee technology through hands-on troubleshooting and day-to-day IT support.

Cyber SecurityPrintingSoftware

Growth Opportunities

Responsibilities

IT Ticket Management: Efficiently manage and resolve IT tickets, prioritizing tasks based on urgency and impact, while also handling direct calls when needed

Hardware Troubleshooting: Resolve issues with desktop and laptop hardware, including Yealink desk phones, docks, monitors, headsets, web cameras, and other peripherals

Mobile Device Management (MDM): Provide support for smartphones and tablets, particularly iPhones and iPads, using Intune. Troubleshoot issues related to MDM, apps, and connectivity

Software Support: Troubleshoot software-related problems on Windows 10 and 11, including Windows login issues, Single Sign-On (SSO) problems, browser issues, and password lockouts

Network Connectivity: Diagnose and repair network connection issues from the user’s desk to the switch, including toning out lines, verifying connections from desk to patch panel, and ensuring stable internet and intranet access

Printer and Email Troubleshooting: Resolve issues related to printers, email services, and Microsoft Outlook, ensuring seamless operation for users

User Desk Support: Provide direct, on-site support by visiting users at their desks to resolve technical issues, ensuring minimal disruption to their workday

Preventative Maintenance: Perform routine checks and maintenance on user equipment to prevent issues before they arise

Documentation: Maintain accurate records of work performed, including detailed notes on ticket resolution, for future reference and continuous improvement

Qualification

Windows OS troubleshootingNetwork connectivity diagnosisMDM systems (Intune)Desktop hardware troubleshootingCustomer serviceA+ CertificationNetwork+ CertificationMicrosoft 365 CertifiedProblem-solvingTeamwork

Required

2-4 years of experience in desktop support or a similar role, with a focus on resolving IT tickets and troubleshooting in a fast-paced, multi-site environment

Proficiency in troubleshooting Windows OS (Windows 10 and 11), network connectivity issues, MDM systems (Intune), and common desktop hardware and software problems

Strong ability to provide timely, polite, and efficient service while maintaining a positive company image

Enjoyment in resolving day-to-day IT issues and ensuring smooth operations

Experience working both independently and as part of a team

Ability to occasionally stand, stoop, bend, and kneel

Ability to read printed and electronic documents

Ability to regularly speak clearly for effective communication

Ability to understand speech to effectively interact with colleagues and clients

Occasionally lift 10-30 pounds as required

Ability to travel to and from various customer and company sites as needed