Service Desk Associate

Are you a troubleshooting wizard with a passion for empowering users through technology? In this critical role, you will be the driving force behind seamless operations, directly influencing productivity and innovation by delivering top-tier technical solutions. By collaborating with diverse teams to resolve complex challenges and proactively improving service quality, your expertise will make a tangible, daily impact on our users' success and the overall efficiency of our organization.

We have partnered with Aquent to find talented individuals who thrive in dynamic, forward-thinking environments. Our client is a leading organization dedicated to innovation and excellence, where technology is leveraged to make a meaningful difference. Together with Aquent, we are committed to providing an environment where your technical expertise is valued, your professional growth is supported, and your contributions directly elevate user satisfaction and operational success.

What You'll Do

• Spearhead PC hardware imaging and deployment initiatives, ensuring efficient setup and configuration for all end-users.
• Provide professional and efficient technical solutions for customer service requests and incidents, resolving PC hardware and technology challenges.
• Troubleshoot complex software and hardware issues across desktops and peripherals, including Windows 11 and future releases.
• Install and support a wide range of software and hardware, including desktop configurations.
• Diagnose and resolve network connectivity problems for computers in both wired and wireless environments, including Windows and Citrix.
• Document support-related knowledge articles to enhance service quality and empower users.
• Manage hardware and software assets in line with IT Asset Management best practices.
• Contribute to various projects, offering your technical insights and support as needed.
• Maintain accurate incident management reporting using our ticketing system.
• Stay current with technical changes impacting the user community to provide proactive support.
• Communicate courteously and professionally with clients and internal departments, translating technical information for diverse audiences.

What You'll Bring

• 2 or more years of hands-on experience in Service Desk or Help Desk environments.
• Proven experience with PC imaging technology and End User Computing tools such as SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365, and AWS Connect Call Center.
• High technical proficiency in supporting a variety of end-user equipment, including laptops, desktops, printers, and mobile devices.
• At least 2 years of experience supporting end users and systems, including Windows 11, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts.
• At least 2 years of experience supporting various operating systems, specifically Windows 10 or 11, and Windows PE imaging.
• Extensive experience utilizing Microsoft Office products (Excel, Word, Outlook, PowerPoint, etc.).
• Experience managing hardware and software assets using IT Asset Management best practices.
• Extensive experience troubleshooting a wide range of technical issues, including applications, files and directories, OS errors, and internet connectivity problems.
• Experience communicating clearly, professionally, and efficiently with end users and business partners.
• Associate or bachelor's degree; or 2 or more years of related experience and/or training from a technical school.

What Will Set You Apart

• Strong understanding of best practices for end-user computer usage and maintenance.
• Demonstrated strong understanding of PC imaging technology and End User Computing tools such as SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, and Microsoft Office 365.
• Strong working knowledge of troubleshooting endpoint network connectivity, VPN, and two-factor authentication workflows.
• Genuine interpersonal and written communication skills, with the ability to translate technical information for non-technical audiences.
• Ability to work with minimal supervision, demonstrating self-motivation and ownership of responsibilities.
• A customer-service centric approach, with the ability to multitask, identify urgency, and thrive in a fast-paced, high-volume technical environment.
• A natural problem solver and innovator with a strong appetite for continuous learning.
• A service-oriented attitude, exercising utmost discretion in handling sensitive and private information.