Desktop Services Technician

The Desktop Services Technician supports all users and visitors for any IT related issues, tasks or requests (deskside support) in a corporate office environment. The Desktop Services Technician is responsible for the support, ongoing maintenance, administration & troubleshooting of KEMET’s desktop, laptop systems and peripherals for the client infrastructure environment in their region. The Desktop Services Technician works as a member of the Global Client Infrastructure Team and supports users in a local office or manufacturing environment and remotely from all KEMET locations designated by the region in which you are located.

Essential Functions:

• Support and maintain computer systems; desktops, laptops, mobile devices and peripherals within the organization. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment.
• Assist with resolving 2nd & 3rd level client problem tickets. Support for remote users.
• Identify and resolve technical issues associated with desktop/laptops, operating systems (Windows 11, Mac OS X, etc.), application software (Office 365, SharePoint, Lotus Notes, etc.), peripherals, mobile devices, printers, and conference room support
• Utilize ServiceNow system to document and track issues, requests and resolutions.
• Maintain existing and publish new documentation for the implementation and support of client technologies deployed.
• Assist in any office moves and new office setup by setting up new gear and/or assisting in the breakdown and redeployment of gear.
• Assist in the manual and/or limited automated implementation of new software applications or existing software/hardware solutions (i.e. patches, configuration changes, application updates, etc.).
• Coordinate with Dell, Lenovo, Apple, etc. for warranty and out of warranty repair.
• Maintain existing inventory of all PCs associated with all designated support locations and perform periodic full inventories as needed or directed by IT management.
• Utilize BigFix and associated systems.
• Resolve 2nd & 3rd level client problem tickets, including testing, maintaining and standardization of desktop & laptop OS & software environment, deploying automated OS & software images. Follow and help to maintain procedures that automate tasks within the infrastructure. Troubleshoot problems with Apple iOS and OSX devices including complete restores, resets and backup.
• Provide support and services or participate in IT projects as requested by IT management.
• Provide Hand-Eye support for network, telephone or video conferencing equipment related issues as needed.
• Maintain local asset database and PC parts and replacement computer inventory and maintain or create associated reporting and accounting requirements.
• Must be willing to travel to remote site(s) designated as a supported YAGEO location in your region if needed.

Competencies:

• Demonstrate strong problem solving, troubleshooting, and analytical skills.
• Demonstrate ability to work independently or as a team.
• Excellent written and verbal communication skills.
• Experience creating technical documentation.
• Time management and prioritization skills.
• Ability to develop and maintain strong working relationships.
• Manage multiple activities and changing priorities.
• Works under pressure and meets tight deadlines.
• Quick learner and self-starter with ability to take the initiative.
• Methodical, attention to detail.
• Exemplary attendance and punctuality.

Education and Experience:

• Associate's Degree in Computer Science or related and 2 - 5 years of technical experience working in a desktop support environment.
• 2+ years of technical support experience working in a manufacturing environment.
• A+ Certification, Network+ Certification, Security+ Certification, Apple Certified Associate (ACA), Microsoft Certified Solutions Expert (MCSE) a plus.
• Experience with Microsoft Windows 7 and 10, troubleshooting and configuration.
• Experience with using and troubleshooting Microsoft Office 365, SharePoint and associated plug-ins.
• Experience with desktop and laptop hardware (experience with Dell and Lenovo hardware a plus).
• Working knowledge of networking, network topologies, and back-end infrastructure.
• Knowledge of DNS, DHCP, SMS, TCP/IP, NAT and antivirus software.
•  Knowledge of IBM BigFix Inventory and PC Management system a plus.
• Knowledge or experience with Apple Mac OS X and iOS devices a plus.
• Knowledge of Scripting and PowerShell.
• Knowledge of Cylance Protect.

Physical Requirements:

• Remains in a stationary position, often standing or sitting for prolonged periods.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

 YAGEO does not discriminate on the basis of race, color, age, sex, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, political affiliation, union membership, protected veteran status, protected genetic information, marital status or any other characteristic protected by applicable federal, state or local law, in making employment decisions including but not limited to hiring, wages, promotions, rewards, and access to training. Qualified applicants and workers shall be provided with reasonable accommodation for disability and religious practices.