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Willis Towers Watson

IT Desktop Support Technician

Willis Towers Watson’s Exchange Solutions operates a private health care marketplace, Individual Exchange, which supports all workforce populations: full- and part-time employees, early and Medicare-eligible retirees, and other special populations. With over ten years of operating experience, Fortune 1000 companies, public sector employers and unions have been using Individual Exchange solutions to connect Medicare-eligible and pre-65 retirees as well as part-time employees to the individual market. Individual Exchange delivers significant health benefit cost savings, reduced administration and industry-leading customer service.

The Role

This position supports users across the organization that have technical needs, focusing primarily on Dell laptops and devices within a Microsoft domain. There might be some support of Apple MacBooks as well. Support includes imaging, deployment of, troubleshooting and testing of systems and peripherals with excellent customer service.

Employment-based non-immigration visa sponsorship and/or assistance is not offered for this specific job opportunity.

Key Responsibilities:

• Answer, troubleshoot and document support calls and tickets
• Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, MacBooks, & peripheral equipment and software

•  Utilize Active Directory for User support and Group Creation
• Identify, isolate and repair/resolve hardware and software problems
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Utilize ticketing system to document and prioritize work
• Works closely with Manager to purchase hardware and software
• Contribute to technical Support documentation of resolutions, processes, and procedures
• Assesses functional needs to determine specifications for purchases
• Be a contributing member of a Technical Team

The Requirements

• 3-7 years’ experience working in the IT Support field
• Excellent customer service, interpersonal, communication skills
• Ability to manage user accounts in Active Directory and Exchange
• Knowledge of how to effectively use Active Directory

• Extensive knowledge & experience of Windows devices and support of Windows OS
• Minimum 2 -3 years’ experience supporting Windows 7/10 desktop/laptop PCs
• Experience troubleshooting and replacing hardware on both desktop and laptop PCs
• Able and willing to learn new as well as existing technologies
• Experience installing software, patches, updates on desktops and laptops
• Experience troubleshooting basic network, software, printing problems
• Successful at working in a team culture
• Excellent written and organizational skills
• Bachelor's degree strongly preferred; HS diploma required

EOE, including disability/vets


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