Desktop Support Technician

Job Description

Maintain and troubleshoot end‑user equipment including PCs, printers, RF devices, and scanners within a warehouse environment and ensure all IT systems are operating as required.

• 20% Identify, triage, prioritize and resolve Level 1, 2 and 3 incidents within our Service Level Agreement, which includes responding to high‑priority outages outside of normal business hours.
• 20% Perform installation, upgrades, maintenance, basic troubleshooting and repair of various computer devices, mobile phones, scanners, network equipment, printers, telephones and other end‑user equipment.
• 10% Serve as liaison between executive site leadership, infrastructure leadership, other technical teams, IT client support leadership and the external client regarding technical projects, problems and outages.
• 10% Prioritize regular workload, special tasks and concurrent projects, allocating time and resources to ensure work is completed accurately and efficiently within the established timeframe.
• 10% Ensure that all systems operate efficiently and productively and escalates issues to appropriate leadership/technical teams as needed within established time frames.
• 10% Present a high level of professionalism, maintain composure, and perform well under pressure in high‑priority situations to focus on the task at hand.
• 10% Make technical recommendations to executive operational leadership regarding problems, projects and releases.
• 10% Identify opportunities to increase accuracy, optimize resources and develop, recommend, and implement solutions.

Skills:

Desktop, Windows 10, Troubleshooting, Hardware, Active Directory, Printers, Support, Customer service, Imaging, Office 365

Additional Skills &

Qualifications:

• Analytical Skills – Identifies opportunities to increase accuracy and optimize resources and develops/recommends/implements solutions.
• Communication Skills – Demonstrates group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization.
• Time Management Skills – Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure work is completed accurately and efficiently within the established timeframe.