Desktop Support Technician

• Provide onsite support to Client employees and contractors for technical issues involving (but not limited to); applications and software as well as Client provided devices and hardware.
• Follow ITIL guidelines and processes while conducting integral troubleshooting to ensure delivery of established standards and Service Level Agreements (SLAs) while minimizing or eliminating operational risks.
• Ensure a high level of service delivery in accordance with Client Framework and policies.
• Maintain a presentable and professional appearance and work environment.
• Interact with clients to provide quality service and solutions consistent with Breakroom mandates and client requirements.
• As a subject matter expert, instruct clients on the usage of work-related devices and applications.
• Educate end users on hardware, software, and access request processes.
• Monitor and maintain sufficient stock levels of IT equipment and accessories. Ensure inventory deficiencies are promptly replenished or noted for replacement.
• Accurately track and update returned and deployed assets, notify Managers of any discrepancies.
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
• Deliver white glove support service in a professional manner.
• Install, configure, maintain, and support PC hardware and software for the company’s end user computing environment.
• Manage trouble calls via Service Now ticket system, telephone, and desk side visits to ensure courteous, timely, and effective resolution of end user issues.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Image, configure desktops and laptops using an enterprise imaging solution.
• Workstation related Moves Adds and Changes.
• Quickly escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software.
• May have occasional evening and/or weekend work, rotating on-call after hours support.

Required:

• 2 - 3 years of desktop support experience.
• Medium to large user environment experience.
• Ability to handle multiple calls/tasks in fast paced environment.
• Strong knowledge of computer hardware, including laptops, desktops, and mobile devices.
• Strong understanding of Microsoft Windows 10 and O365 suite.
• Knowledge of network printer installation, setup and troubleshooting.
• Knowledge of virtualization technologies, especially Citrix, RAS, and RAPs.

Desired:

• Trade Floor support experience is a plus.
• ITIL knowledge is a plus.
• Microsoft System Center Configuration Manager experience is a plus.
• Trading desktop applications experience.

Physical Requirement

• Ability to lift upwards of 50 Lbs. (e.g. desktop computers)

GalaxE is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation.

Since its founding, GalaxE has been dedicated to advancing the benefits of technology. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

At GalaxE we value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic. We focus on cultivating both traditional IT and non-traditional, new collar, workers through our Outsource to America®, program.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together. #WeAreGalaxE

Equal Opportunity Employer/Veterans/Disabled

Physical Requirements:

• Prolonged periods of remaining stationary at a desk and working on a computer
• Must be able to lift to 15 lbs., as needed
• Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
• Occasionally required to bend, kneel, crouch, and reach overhead.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment.
• Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

For more information, please visit https://www.galaxe.com/