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About the Role

The IT Desktop Support Technician is a pivotal role that bridges technical execution with exceptional service delivery. You will be the face of IT, providing high-touch support for Windows and Linux environments. This role requires a unique blend of systems administration knowledge and a "white-glove" service mindset, ensuring that everyone from entry-level associates to C-Suite executives remains productive and secure. This role will primarily manage desktop support, ensuring all end-user computing technical issues are resolved in a timely and effective manner. Manage and maintain Windows and Linux workstations and servers to ensure optimal performance.

Responsibilities

Serve as the first point of technical escalation for complex and challenging desktop, hardware, software, and application issues.
Provide proactive issue finding, hands-on troubleshooting, and resolution for all end-user technology issues.
Oversee the entire lifecycle of support tickets, from initial logging to final resolution, ensuring adherence to all SLAs and KPIs.
Develop and maintain standard operating procedures (SOPs), knowledge bases, and user documentation updating existing procedures when required.
Conduct user training sessions to enhance overall digital literacy.
Diagnose and resolve issues related to printers, network connectivity, and other peripherals.
Familiar with Network and Audio Video equipment and ability to collaborate and provide guided support as needed.
Own the full lifecycle of IT equipment planning, procurement, deployment, maintenance, and disposal.
Contribute to the strategic planning and implementation of new desktop technologies and systems by evaluating hardware and software vendors and their offerings.
Manage and execute IT projects, such as hardware refresh cycles, OS migrations, and software rollouts.
Identify and implement process improvements to enhance the efficiency, quality, and user satisfaction of the desktop support service.
Assist in system administration tasks, including user account management and system updates.
Collaborate with the IT team to implement and maintain server infrastructure when required.
Provide insights and recommendations for service enhancements based on user interactions and environmental issues.
Excellent Communication with Stakeholders users and external vendors
Support Projects aligned and cover timelines and expectations
Familiar with Finance process CAPEX - OPEX
Administer Windows and Linux servers, ensuring their stability, integrity, and efficient operation.
Experience to provide Remote Support

Requirements

Hands-on experience with Microsoft Windows and macOS operating systems in an enterprise environment.
Knowledge of Active Directory, Group Policy, and Azure AD for user and device management.
Expertise in troubleshooting and managing the Google suite and Microsoft 365 services including but not limited to Intune and Autopilot deployments.
Proficiency in hardware troubleshooting and support for desktops, laptops, peripherals, and mobile devices.
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and wireless technologies.
Experience in utilizing IT Service Management (ITSM) tools, specifically ServiceNow (SNOW) or similar ITIL-based platforms (Jira), for incident, problem, change, and configuration management (CMDB).
Experience in scripting or automation (Powershell, Python, etc) for asset tracking or support efficiency.
Possession of a strong inclination toward continuous learning.
Exceptional organizational and time management skills, with the ability to prioritize and execute multiple high-priority tasks in a fast-paced environment.
Demonstrated ability to maintain composure and an empathetic, customer-first approach, especially during high-stress situations.
Excellent interpersonal and communication skills.
Demonstrated flexibility and adaptability.
Excellent communication and collaboration skills.
Excellent and high level of technical expertise
Strong analytical and problem-solving skills, with a methodical and logical approach.
Ability to work effectively with cross-functional teams and influence stakeholders.
High levels of energy, conscientiousness, rapport building, resiliency, inventiveness, and curiosity.
2-4 years of experience in EUC support , with a strong focus on EUC experience.
Functional and technical strategic thought leadership.
Some project management skills, with experience in leading transformation projects.
Excellent communication and stakeholder management skills, with the ability to bridge the gap between business and IT.
Experience in working with global teams and managing diverse stakeholder groups.
Experience in a regulated industry is a plus.
The ability to work effectively under pressure and prioritize multiple tasks in a dynamic environment.
Proficiency in delivering remote technical assistance utilizing various support platforms is a plus.

Skills

Windows
Linux
Desktop Support
Systems Administration
Microsoft Windows
macOS
Active Directory
Group Policy
Azure AD
Google Suite
Microsoft 365
Intune
Autopilot
Hardware Troubleshooting
Networking Fundamentals
TCP/IP
DNS
DHCP
Wireless Technologies
ITSM
ServiceNow
Jira
Scripting
Automation
Powershell
Python
Windows Server Administration
Linux Server Administration
Remote Support
Project Management
Stakeholder Management

Location

Onsite at a Nielsen location

Work Type

Onsite
Occasional remote flexibility
After hour or weekend support

Experience Level

2-4 years of experience in EUC support

Education Level

Bachelor's degree in Computer Science, or a related field.

About the Company

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results.
Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed.
Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution.
When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together.
We champion you, because when you succeed, we do too.
We enable your best to power our future.
At Nielsen, we believe that career growth is a partnership.
You ultimately own, fuel and set the journey.
By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed.
We champion you because when you succeed, we do too.
Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve.
We enable your best to power our future.