Willis Towers Watson

IT Desktop Support Technician

Posted on Apr 19 1 view Tempe, AZ

Willis Towers Watson’s Exchange Solutions operates a private health care marketplace, Individual Exchange, which supports all workforce populations: full- and part-time employees, early and Medicare-eligible retirees, and other special populations. With over ten years of operating experience, Fortune 1000 companies, public sector employers and unions have been using Individual Exchange solutions to connect Medicare-eligible and pre-65 retirees as well as part-time employees to the individual market. Individual Exchange delivers significant health benefit cost savings, reduced administration and industry-leading customer service.

Employment-based non-immigration visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

This position supports users across the organization that have technical needs, focusing primarily on Dell laptops and devices within a Microsoft domain. There might be some support of Apple MacBooks as well. Support includes imaging, deployment of, troubleshooting and testing of systems and peripherals with excellent customer service.

Key Responsibilities:

  • Answer, troubleshoot and document support calls and tickets
  • Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, MacBooks, & peripheral equipment and software
  • Utilize Active Directory for User support and Group Creation
  • Identify, isolate and repair/resolve hardware and software problems
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Utilize ticketing system to document and prioritize work
  • Works closely with Manager to purchase hardware and software
  • Contribute to technical Support documentation of resolutions, processes, and procedures
  • Assesses functional needs to determine specifications for purchases
  • Be a contributing member of a Technical Team

The Requirements

  • 3-7+ years’ experience working in the IT Support field; minimum 2 -3 years’ experience supporting Windows 7/10 desktop/laptop PCs
  • Excellent customer service, interpersonal, communication skills
  • Ability to manage user accounts in Active Directory and Exchange
  • Knowledge of how to effectively use Active Directory
  • Extensive knowledge & experience of Windows devices and support of Windows OS
  • Experience troubleshooting and replacing hardware on both desktop and laptop PCs
  • Able and willing to learn new as well as existing technologies
  • Experience installing software, patches, updates on desktops and laptops
  • Experience troubleshooting basic network, software, printing problems
  • Successful at working in a team culture
  • Excellent written and organizational skills
  • Bachelor's degree strongly preferred; HS diploma required

EOE, including disability/vets