Desktop Support Technician

Job Requirements

• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
• Conceives and provides advice and guidance to colleagues regarding incidents
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance searches for improvement opportunities
• Identify, log and resolve technical problems with software applications or network systems
• Identifies improvement areas that can be documented
• Identify potential changes and system improvements and present to leadership for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines
• Helps to define and add input that will help with the creation, maintenance, and distribution of reports to leadership
• Identify improvements and add to client databases with up to date solutions and clear record of activities
• Identify, explain and document technical issues in a clear way to clients
• Use call logging system to accurately record telephone requests
• Create and offer suggested updates to Knowledge Management tool
• Communicate with operations leadership, identify solutions to ensure issues are addressed appropriately
• Elevated knowledge of Microsoft desktop operating systems and desktop software

• • Minimum of 1-4 years’ experience as a Desktop Support Engineer
  • Elevated analytical and troubleshooting skills
  • Elevated verbal, written, communication skills with the ability to communicate technical data to a wide variety of audiences
  • Self-starter and possess level of professionalism that meets our internal and client expectations
  • Ability to perform in a fast-paced, changing environment with multiple deadline-oriented projects
  • Elevated experience with Windows 10 OS
  • Elevated experience using ITSM ticketing tool
  • Elevated customer service experience in face-to-face, telephone or electronic interaction with clients
  • Elevated language and Communications Skills
  • Demonstrates elevated problem-Solving techniques
    
    Strong customer service orientation
  • Solid understanding of computer support and troubleshooting
  • Demonstrated ability to work in a team-oriented, collaborative environment
  • Demonstrated ability to seek solutions to problems using one’s own resources
• Preferred:
  • Experience with supporting environments that include infrastructure elements such as LAN, WAN, WAP, Hosting
  • Solid understanding of ITIL concepts
  • Experience working with PC deployments in small to midsize client community and assisting in leading effort
  • Experience with deploying and supporting network printers
  • Demonstrated ability to provide guidance and assist other Desktop Administrators
  • Bachelor’s degree in computer science, Computer Engineering, Information Technology, Mathematics or related degree
  • A combination of education, experience and training may be considered in lieu of a formal degree
  • A+, MCSE certification