Desktop Support Officer – Salisbury, Maryland, North America

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Roles and Responsibilities:

• Provide first/second level contact and problem resolution for customer issues.
• Answer client questions in a professional manner
• Accept and deliver all service calls assigned within the established service level agreement for each client
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 MS Office 2010, Cisco Jabber, and other authorized desktop applications.
• Complete real-time reporting of all calls as documented in established policies and guidelines
• Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client
• Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements
• Provide timely communication on issue status and resolution.
• Understand all Safety policies and guidelines and work within the guidelines of policies on a daily basis
• Maintain ticket updates for all reported incidents.
• Break Fix, fault diagnosis and resolution
• Additional requirements may exist if the offer of employment is extended
• Proven analytical, troubleshooting, and problem-solving skills

IT Skills and Experience

• Windows 7 & 10, MS Office 2010/2013/2016/365
• Ability to communicate regarding technical issues with clients
• Ability to drive to client locations
• Performs general preventative maintenance tasks on computers, laptops, printers
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must be able to pass annual criminal and motor vehicle background
• Ability to pass agility test at hire or at time of internal transfer and every 3 years thereafter
• Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

In-depth knowledge of:

• Hands-on experience in Networking
• Knowledge about Data Centre
• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• Active Directory
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Install, upgrade, support, and troubleshoot for printers, and computer hardware.
• Mobile device management including IOS and Android devices
• Mac operating system, to support Apple PC users.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Willing to work off-hours and weekends when required for projects or emergency support.

IT Qualifications

At least two of the following:

• Bachelor of Engineering – Computer Science, Bachelor of Technology – Computer Science, Master of Computer Application
• CompTIA A+, Microsoft Certified Professional (MCP) or better.

  Basic knowledge of:  

• Active Directory
• Exchange
• Apple OS
• SCCM

Experience in a similar role

• 2+ years of relevant experience.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com