Tech Bar - Desktop Support

Job Description

Job Description

Tech Bar – Walk in Support

We are seeking a proactive and customer-focused IT Support Technician to join our onsite Tech Bar team. This role will provide face-to-face technical assistance to end users, ensuring a high standard of service and effective resolution of technical issues. You will act as the first point of contact for walk-in and floor-walking support, maintaining a strong focus on customer experience.

Key Responsibilities

• Deliver high-quality, face-to-face technical support to end users via the Tech Bar and floor walking.
• Maintain a customer-first approach, ensuring users are informed throughout the support process.
• Collaborate with IT support teams to escalate and resolve issues efficiently.
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows 10, Windows 11desktops, laptops, and mobile devices.
• Support Microsoft Office 365 applications, including Outlook, Teams, One Drive, and cloud storage platforms (e.g., Box).
• Perform device setup, configuration, and deployment for both Windows and Apple Mac/iOS environments.
• Utilize tools such as Active Directory, Group Policy Objects, SCCM/SMS, and remote-control technologies to manage and support devices.
• Assist with antivirus software management in an enterprise environment.
• Maintain accurate asset inventory records and support asset management processes.
• Use Service Now for ticket logging, tracking, and resolution (desirable).

Essential Skills & Experience

• Proven experience providing in-person technical support in a customer-focused environment.
• Excellent communication skills, with the ability to explain technical issues in simple terms.
• Strong knowledge of Microsoft Windows environments within an enterprise domain setting.
• Hands-on experience with Active Directory, SCCM/SMS, Group Policy, and remote-control methods.
• Proficiency in supporting Windows 10, Microsoft Office 365, and Desktop/laptop hardware.
• Experience supporting Microsoft Office applications, especially Outlook and Teams.
• Familiarity with cloud-based storage solutions such as One Drive and Box.
• Awareness of antivirus software management in enterprise environments.
• Understanding of asset management processes and procedures.

Desirable Skills

• Experience supporting Apple Mac OS and iOS devices.
• Mobile device setup and deployment experience.
• Knowledge and experience of Service Now ITSM platform.

Working Style

• Comfortable working in a high-visibility, customer-facing role.
• Able to balance desk-based support with proactive floor walking to provide at-desk assistance.
• Focused on delivering an outstanding customer experience at all times.