Desktop Support Technician

Overview

Duration: 06+ Months (Possibility of Extension)

Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.

Provide support to client-identified VIPs

Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.

Perform Install/Move/Add or Change (IMAC) activities.

Perform all assigned desk-side support activities

Display outstanding technical and professional services skills at all times

Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines

Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair

Understands and follows all documented service operations policies and procedures.

Other duties or certifications may be assigned to meet business needs

Typically requires technical school certification or equivalent of 2-4 years of relevant experience

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required

• Excellence in communication and customer-facing skills
• Strong oral, written, and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Must own a basic repair kit
• Additional requirements may exist if the offer of employment is extended.