We are seeking a Regional Desktop Support Technician to provide Level 1 and Level 2 technical support for Windows desktop and laptop computers, peripherals, Microsoft 365 applications, and endpoint management tools at assigned locations and through remote support channels.  Join Buckner and shine hope in the lives of others! 

What you'll do:

• Provide installation, move, add, and change services for Windows desktops, laptops, docking stations, monitors, printers, scanners, and related peripheral equipment.
• Image, configure, deploy, replace, and troubleshoot Windows workstations in accordance with Buckner standards, security requirements, and endpoint management processes.
• Diagnose and resolve issues related to Windows operating systems, Microsoft 365 applications, Outlook/Exchange, browsers, VPN/connectivity, printers, mapped drives, device performance, and user profiles.
• Support endpoint administration activities, including Microsoft Intune device lookup, Windows update troubleshooting, BitLocker recovery, and local administrator access when authorized.
• Provide user account and access support in coordination with established procedures, including Active Directory account troubleshooting, password assistance, group membership verification, and escalation when access changes require approval.
• Receive, document, prioritize, update, and resolve service desk tickets promptly; communicate status, resolution steps, and follow-up actions clearly to customers and team members.
• Coordinate with internal support teams, vendors, and service providers to resolve escalated desktop, endpoint, hardware, software, network, and security-related issues.
• Maintain accurate inventory, asset tracking, device assignment, replacement, loaner, and retirement documentation for Windows computers and related equipment.
• Assist with developing, updating, and following internal support processes, knowledge base articles, endpoint standards, and troubleshooting procedures.

 What you’ll bring:

• Requires in-depth understanding of Windows desktop and laptop operations, hardware troubleshooting, endpoint support processes, and basic network communications. This field of knowledge is normally associated with the attainment of an Associate’s degree in Computer Information Technology or a related field.
• Minimum 3 years of prior related desktop support experience required.
• Professional certification, such as HDI Desktop Support Technician, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator, or other relevant Microsoft certification, is preferred. 
• Requires proficiency supporting Windows 10 and Windows 11 operating systems, Microsoft 365 applications, Outlook/Exchange, Microsoft Teams, Microsoft Edge, and other common browsers, printers, scanners, docking stations, and standard endpoint hardware.
• Requires working knowledge of Microsoft Intune, endpoint compliance, Windows updates, BitLocker recovery, local administrator password management, device enrollment, application deployment, and related endpoint management processes.
• Requires the ability to consistently demonstrate excellence in customer service to both internal and external customers.
• Requires the ability to travel to Buckner locations within the region on a scheduled and as-needed basis.
• Requires the ability to identify and resolve customer issues from a remote location.

 The above description reflects the details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.