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Willis Towers Watson

IT Support Technician


The Support Technician is the first line of support for all internal desktop, laptop and other device management and maintenance.  He/She is responsible for interacting and supporting all users that you are assigned to so that you resolve all desktop related issues that arise in a responsible, efficient and timely manner.  This position requires on-call support to perform maintenance activities during non-business hours.  This position reports to the Director of IT Services and Support.

Work Hours: The person in this role is expected to be available for a variety of shifts ranging from 8 AM - 5 PM to 12 PM - 9 PM dependent upon business needs.  Each technician will have a turn at being on-call, inlcuding weekends.

The specific responsibilities of the IT Desktop Support include;
•    Utilize a ticket system for issue/problem response, logging and resolution
•    Provide first level diagnosis for potential resolution for hardware and software issues
•    Provide users with status of open tickets upon request
•    Face-to-Face and phone/virtual support with sales agents up to Executive team members
•    Receive and re-deploy employee equipment daily
•    Assist with desktop/laptop imaging and audio/visual requests, as needed
•    Perform equipment moves or equipment upgrades, as required
•    Perform physical repairs for equipment failures
•    Execute physical inventories, reconciliation, record keeping daily
•    Administrate/own workstation patching via SCCM (System Center)
•    Process intermediate Active Directory tasks up to and including terminations and new hires
•    Connect new workstations to network and host systems
•    Any other activities assigned by your manager 

What you need to be successful
•    Proven experience utilizing Microsoft Service Center (SCCM)
•    Experience working both Face-to-Face and phone / virtual technical support
•    Experience working with a variety of employee roles/departments.
•    Intermediate to Expert knowledge of the Microsoft Office Suite (Word, Excel, Visio, PowerPoint/O365)
•    Proven experience utilizing Active Directory in a multitude of scenarios
•    Functional knowledge of Power Shell scripting
•    Self-motivator that manages time well and can manage multiple demanding projects concurrently

*  Proven analytical problem-solving skills
•    Excellent customer service skills and a heightened drive to succeed above and beyond the call of duty

What we would LOVE to see!

•    Service Center (SCCM) certified
•    Proven experience with remote support / phone support as well as face-to-face technical support.
•    Proven experience utilizing/building Power Shell scripting to automate simple tasks
•    Proven experience working under pressure requiring high attention to detail and communication. 


Equal Opportunity Employer/Vet/Disability


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