Desktop support technician (Onsite)

Job Role: Desktop Support Technician

Location: Dallas, Texas (Onsite)

Job Summary

We are seeking a Technical Lead with 3 to 5 years of experience to join our team. The ideal candidate will possess expertise in IT Service Management Incident Management and End User Tools such as Nexthink. Proficiency in Macintosh OS X Laptop Support Service Now Windows Networking and Remote Desktop Support is essential. This hybrid role focuses on Field Service and Operations Management with no travel required.

Responsibilities

• Lead the IT service management processes to ensure efficient and effective service delivery.
• Oversee incident management activities to minimize service disruptions and ensure quick resolution.
• Provide expert support for end user tools including Nexthink to enhance user experience.
• Manage Macintosh OS X laptop support ensuring seamless operation and user satisfaction.
• Utilize Service Now for tracking and managing IT service requests and incidents.
• Implement and maintain Windows operating systems to ensure optimal performance.
• Coordinate networking support to maintain robust and secure network infrastructure.
• Deliver remote desktop support to resolve technical issues promptly and efficiently.
• Collaborate with field service teams to optimize operations management processes.
• Develop and implement strategies to improve service delivery and operational efficiency.
• Monitor and analyze service performance metrics to identify areas for improvement.
• Ensure compliance with company policies and industry standards in all IT operations.
• Contribute to the companys mission by enhancing IT service quality and reliability.

Qualifications

• Possess strong expertise in IT Service Management and Incident Management.
• Demonstrate proficiency in using Nexthink for end user tools support.
• Have experience in Macintosh OS X Laptop Support and Service Now.
• Show capability in managing Windows operating systems and networking.
• Exhibit skills in providing remote desktop support and field service operations.
• Understand the principles of Field Service and Operations Management.
• Display excellent problem-solving and communication skills.

Certifications Required

ITIL Foundation Certification is a plus.