Desktop Support Technician

Job Description:

• This position assists customers with technical support of desktop computers, applications, and related technologies.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• A good understanding of general IT is required, as provision of Smart Hands support will also be required on occasion to work with subject matter experts in areas such as networking, servers, and telecom.
• Serve as a desk-side engineer providing technical support for customers and their networked computers and peripherals.
• Interface with senior management, board members, executives, and VIP users.

• Accurately test, identify, repair, resolve, and document end-user technical issues related to basic network, desktop, and laptop support, printers, PDAs, iPhone, iPad, and other smart devices.
• Perform break-fix support, troubleshoot and resolve software issues, and reimage computers and hard drives.
• Handle IMACD functions including installation and decommissioning.
• Back up and restore user data, settings, and associated systems administration activities.
• Assist Service Desk and Remote Desktop Support teams with hands-and-feet coordination efforts.
• Support incident and problem management activities.
• Take ownership of issues through to resolution for all appropriate requests.
• Categorize and prioritize end-user incidents and service requests using the ticketing system and provide up-to-date status information.
• Move equipment associated with escalated incidents and service requests.
• Perform asset inventory activities as needed.
• Recommend and perform system upgrades to ensure longevity.
• Work with procurement staff to purchase hardware and software.
• Maintain spare parts inventory lists on a monthly basis and coordinate disposal requests.
• Provide trade show planning and support, including setup, testing, training, logistics, and maintenance of workstation and peripheral equipment.
• Provide on-call support after hours as necessary for priority incidents.
• Adhere to ticket response and resolution SLAs as agreed upon with the customer.
• Support town halls, board meetings, executive conferences, and auditorium meetings.
• Provide Smart Hands support for rack and stack of server, storage, network, and firewall components.
• Provide basic to intermediate support for IDF and MDF closets including console access, monitoring UPS and cooling alerts, PDUs, patch panels, and structured cabling.
• Coordinate with third-party vendors to resolve complex or OEM-related issues.

• Strong understanding of DHCP, DNS, IP addressing, and subnetting.
• Basic understanding of troubleshooting wireless LAN and Ethernet desktop configuration issues.
• Experience supporting Cisco, Avaya, Logitech, or MS Teams Room environments.

• Desktop and laptop support.
• Network troubleshooting.
• Incident and problem management.
• Asset management and inventory control.
• Hardware and software installation and configuration.
• Customer service and executive support.