Senior Desktop Support Technician (R-18254)

Why We Work at Dun & BradstreetDun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at dnb.com/careers.
Technology is a global team that creates and operates the systems that deliver D&B data into our customer’s ecosystems. We eat, breathe, and dream of technologies that run our business today - and those that will transform the way we deliver value in the future.

Responsibilities:

• Provide quality desktop support service for hardware, software, and peripheral issues.
• Diagnose and resolve complex problems on desktop, laptop, and cloud based virtual systems remotely and onsite.
• Coordinate repairs and warranty service with vendors.
• Enter, update and close all support activity into the ticketing system within SLA.
• Escalate unresolved issues to appropriate to internal teams or vendors.
• Perform account maintenance & minor network administration – Active Directory, Entra, Intune, JAMF etc.
• Maintain hardware and software inventory records and coordinate hardware lifecycle management.
• Ability to lead large projects with minimal guidance including system upgrades, office moves, and technology rollouts.
• Assist with analysis, maintenance, documentation, and testing of software and hardware.
• Advise or train customers regarding the technical aspects and use of standard software packages.
• Design, implement, and document procedures and scripts to automate processes.
• Develop and/or teach seminars, workshops, or classes to users or other technicians on the technical aspects or use of computer hardware, software packages.
• Maintain users' manuals, create technical and video documentation.
• Design, develop, review, and implement new systems.
• Provide training & guidance to team members including automation.
• Liaison with Engineering, Service Desk, Networking, and Security to test and integrate new technologies and processes.
• Support Audio and Video Conferences and collaboration hardware such as Microsoft Teams Rooms.
• Ensure compliance with IT policies, procedures, and security standards.
• Participate in audits and implement corrective actions as needed.
• Monitor system performance and generate reports on support metrics and trends.
• Mentor junior technicians and assist in skill development.

Requirements:

• Minimum of 3-5 years of PC support in a medium or large corporate environment.
• Hardware & Software Certifications in current technologies desirable – Microsoft, HP, Apple, etc.
• Excellent Customer Services skills both in person and over the phone and be able to communicate effectively with non-technical users and stakeholders.
• Position is on site support /work from home – Must be able to work shifts between the hours of 8:00AM to 6:00PM in local time zone.
• Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including Windows and Office in a corporate environment.
• Experience in the administration of user accounts and properties – creation, deletion and maintenance etc.
• Solid PC Hardware skills – competent in all aspects of Windows and Mac / laptop / peripheral installation, repair, parts replacement and configuration etc.
• Provide advanced support of mobile devices like phones and tablets.
• Physically able to safely lift and carry 50 pounds (23Kg) to move, install, unpack PC equipment etc. when required.
• Must be able to participate in a support rotation schedule to provide support out of business hours and be flexible for weekend working and a variable schedule as necessary.
• Travel to support office moves when required.
• Microsoft Teams – IM, Conference Support, Video and Voice support

Dun & Bradstreet is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law.
We are committed to Equal Employment Opportunity and providing reasonable