Desktop Support Technician I

At AmTrust, the Desktop Support Technician is responsible for providing hands-on and remote support for various IT-related issues, including assisting end users with their desktops, laptops, and other technology platforms. You will troubleshoot and resolve complex incidents, document your findings in ServiceNow, and collaborate with other IT teams for root cause analysis. Your role also entails installing, maintaining, and upgrading hardware to ensure high workstation performance.

To become a Desktop Support Technician I at AmTrust, candidates typically need an Associate's degree or equivalent proven industry experience. Additionally, 2-3 years in IT desktop support with a focus on end-user services is essential. A+ Certification is highly desirable, along with experience in Windows 10 and knowledge of Microsoft Office applications. Familiarity with Help Desk ticketing systems like ServiceNow will also be beneficial.

As a Desktop Support Technician at AmTrust, you'll get hands-on experience with various platforms such as iOS, Android, MacOS, and Windows-based systems. You will also work with software tools like Adobe Acrobat and VPN clients, alongside managing Cisco phones and softphones. Basic networking knowledge, particularly TCP/IP, will also be advantageous in this position.

AmTrust is committed to fostering career advancement opportunities within its workforce. As a Desktop Support Technician, you will have access to various training programs, certifications, and mentorship opportunities that enable you to grow your skills and knowledge in the IT field. Additionally, AmTrust promotes a culture of continuous learning and values the diverse backgrounds of its employees, contributing to an environment of professional growth.

The work environment for a Desktop Support Technician at AmTrust is dynamic and collaborative. You will be part of a global remote support team, providing timely and effective assistance to end users both onsite and remotely. The role requires problem-solving skills in a fast-paced setting, and there's an emphasis on both independent and team-oriented work approaches to tackle tech challenges effectively.

When faced with a PC that won't boot, start your troubleshooting by checking power connections and ensuring the device is plugged in correctly. Next, listen for any beep codes or diagnostic lights that may indicate hardware issues. Try booting in safe mode or accessing the BIOS. If these steps don't resolve the problem, consider testing with a different monitor or booting from a recovery drive to check for more serious issues.

To effectively manage multiple support tickets, I prioritize them based on urgency and impact on users' productivity. I generally address critical issues first, ensuring timely resolutions. I utilize ticketing systems to keep track of ongoing requests and follow up with users regularly. Effective communication is key; so, while I focus on resolving one ticket, I ensure users are updated on the status of their requests for others.

I believe thorough documentation is vital for effective IT support. I document resolutions by creating detailed notes in the ticketing system, outlining the issue, steps taken to troubleshoot, and the final solution. This not only aids future problem resolution but also serves as valuable training material for team members. Consistent documentation helps to build a knowledge base that enhances overall support efficiency.

I have extensive experience using various remote support tools like TeamViewer and Remote Desktop. These tools enable me to assist users without being physically present, which enhances the efficiency of support efforts. I can quickly diagnose and resolve issues remotely, ensuring minimal disruption to users’ workflows.

When dealing with a frustrated user, I first listen actively to their concerns to acknowledge their frustration. I reassure them that I will assist them quickly. I then proceed to ask clarifying questions to identify the issue—their email settings, login credentials, or application functionalities. After diagnosing the problem, I would offer a clear, step-by-step resolution while ensuring they understand what I am doing. Keeping communication open and transparent reduces stress for the user.

To ensure a PC remains secure and compliant, I would start by regularly verifying that security updates and patches are applied. Utilizing antivirus software and conducting routine scans is essential. I also follow company policies on data privacy and user access controls, ensuring sensitive information is protected. Educating users about phishing and safe browsing practices contributes to the overall security of the organization.

In a previous role, I encountered a recurring network connectivity issue affecting multiple users. I conducted a thorough investigation, reviewing network logs and configurations. Collaborating with networking teams, we identified an improperly configured router as the root cause. After correcting the configuration, I communicated the resolution to affected users and created documentation for future reference, ensuring a similar issue would be swiftly addressed.

I have in-depth knowledge of the Microsoft Office suite, including Word, Excel, and PowerPoint. I often assist users with troubleshooting issues, such as formula errors in Excel or formatting queries in Word. My familiarity with these applications also allows me to provide training and tips that enhance users' productivity and efficient use of these tools.

I stay current with technology trends in desktop support by continuously engaging with online forums, webinars, and industry publications. Networking with IT peers helps me exchange insights and learn new techniques. Additionally, I invest time in further my education through certifications and training that align with emerging technologies and best practices in the field.

My approach to managing IT asset inventory includes maintaining accurate records in a tracking system, conducting regular audits, and collaborating with the IT Asset Management team to ensure compliance. Understanding which assets are in use, their conditions, and any upcoming needs aids in proactive inventory management to prevent issues with equipment shortages or overstocks.