Desktop Support Technician

Summary of This Role

Responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

• Manages incoming request queues for service via ITSM system. Responsible for timely resolution of issues and prioritization of work based on severity.
• Assists with maintaining the functionality and efficiency of computer and user objects in Active Directory. Unlocks team member accounts.
• Prepares desktops and laptops by imaging devices in preparation for deployment and tests them for proper operation. Ensures physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, print servers, etc. Sets-up and configures appropriate hardware and software for new team members.
• Responds to technical issues including (but not limited to); desktop/laptop hardware, peripheral equipment, Operating Systems and/or installed software and follows through to appropriate resolution. Begins to service issues related to mobile devices. Delivers replacement equipment.
• Update Asset Management systems with computer hardware and user details, as appropriate. To assist in procurement, technicians should also be able to effectively identify hardware part numbers and search/compare pricing options.
• All other duties as assigned.

• High School Diploma or Equivalent
• Typically No Relevant Experience Required

• Experience providing technical support to end users on various devices, operating systems and peripherals preferred. Experience in an Enterprise IT group preferred

• Skills / Knowledge
  - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity
  - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision
  - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.