Desktop Support Technician

* Fun work environment with a variety of work
* Being part of a team
* Career growth
* Ability to highlight your skills
* Feel valued
* Great benefits, pay and culture
* Process incoming IT service requests.
* Work assigned desktop tickets.  Both onsite and remote.
* Build out PCs and Laptops for new hires and replacements.
* Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
* Record essential information and open new work orders and update as required.  Follow-up with team members to ensure all work is updated.
* Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
* Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
* Forward new work orders to appropriate IT departments for servicing.
* Gather and understand all information for changes and provide synopsis of change to manager sending notification.
* Provide computer technical support to end users
* Independently analyze and solve client PC problems (hardware, software, network access)
* Responsible for creating and maintaining current desktop software image and inventory for the IT department.
* Coordinate all physical user moves with department supervisors.
* Train and orient new employees in operation of desktop software and hardware interface.
* Monitor progress of open IT work orders.
* Run and analyze work order status reports and queries* ### Proactively work to identify work orders in jeopardy of violating SLA
* Have the ability to troubleshoot hardware related problems
* Memory Upgrades
* Hard drive replacement and re-imaging of hard drives
* Video card replacement
* System board replacement
* Maintain customer relations* ### Update customer with pertinent work order status changes.* ### Insure all customers’ concerns are addressed.* ### Positively impact IT customer relations by proactively working to identify and address sensitive issues.* ### Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.* ##
· Support Software applications* ### Microsoft Office* ### Various Communications products (PC Anywhere, VPN etc.)* ### Proprietary Applications* ### Have the ability to research problems through reading documentation* ##
· Directly service customer requests that are within the scope of the Desktop Support Engineer.* ##
· Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.* ### Analyze work order repository for patterns* ### Train IT staff members on Call tracking
* Creates and maintains database and spreadsheet files.* ## Effective communication skills.* ### Articulate, business-like and friendly demeanor* ### Strong written skills for documentation and reporting* ### Strong verbal skills to explain both technical and lay issues to peers and user community* ### Good listening skills* ### Ability to defuse situations* ### Flexible and efficient* ### Ability to handle multiple tasks.
* ### Adaptable to changing environment and workload.* ### Self motivated and able to work with minimal supervision* ### Perceived as approachable* ### Work well under pressure/deadlines* ### Strong dedication to professionalism* ### Strong organizational skills
* Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
* Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
* Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
* Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
* Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
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