Overview
Overview
The Desktop Support Technician’s role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, and maintaining all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance.
Duties & Responsibilities
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
Manage and resolve all escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence.
Documents, maintains, upgrades or replaces hardware and software systems.
Supports and maintains user account information including rights, security and systems groups.
Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.
Creates and utilizes instructions and pre-established guidelines to perform the functions of the job.
Job Requirements:
Education: Bachelor degree in Information Technology, Computer Science, Engineering or a related field
Experience: Minimum of 3 years of full-time technical experience that includes maintenance, repair, upgrades, enhancements, and configuration of hardware, software and operating systems in a networked environment (PC and/or Chromebooks)
Knowledge in PC hardware configurations to include the installation/repair/troubleshooting of components.
Must have proficient technical skills in Windows, HP laptops and desktops, Citrix Client, Cisco VPN Client, Remote Desktop, and Wireless Network Client.
Ability to deliver results and to effectively manage and prioritize multiple projects and other responsibilities
Effective strategic thinking, problem solving, and collaboration methods and skills
Ability to perform complex technical analysis and work effectively in a team environment
General knowledge in networks to include basic TCP/IP understanding, DNS, DHCP and Microsoft Windows 10
Proven experience in high-demand/high-volume situations
Proven experience of hands-on fixes at the desktop level. Including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications
Experience with Chrome Enterprise
Experience in utilizing SCCM for software deployments and for maintaining a Windows PC environment
Additional skills:
Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook, Office 365 a plus
Proficient with Windows 10, IOS and Android OS’s
Excellent verbal and written communication skills
Strong methodical problem solving skills
Desktop Productivity skills
Vendor management escalation
Ability to work as a team member in a fast-paced environment
Independent worker/ self-starter
Process and detail oriented
Prior use of SerivceNow or other incident ticketing system and asset management of systems
Active Directory Users and Computers
VPN client applications, Cisco AnyConnect a plus
Virtualization technology such as Citrix, VMware and other; virtual desktop experience a plus
Experience with a PC Management tool like LanDesk, SCCM, Intune or other is require
Working hours – US shifts – 6:30pm to 3:30am only