Desktop Support Technician

Job Functions:

• Work closely with Desktop Support staff to provide efficient service to clients.
• Assist in researching technical issues.
• Record time and detailed resolution of issues in our incident management system.
• Provide intermediate level of technical support in client’s environment, ensuring timely service and appropriate issue resolution.
• Escalate technical support issues that cannot be resolved to ensure timely service and issue resolution.
• Responsible for ensuring the security and confidentiality of customer records and information; protect against any anticipated threats or hazards to the security or integrity of such records; and protect against unauthorized access to or use of such records or information that could result in substantial harm or inconvenience to any customer.
• Other duties as assigned.

• Basic knowledge of and interest in information technology. Familiarity with computer hardware, software, and operating systems. Interest in expanding technical knowledge.
• Ability to communicate effectively and professionally in a team environment and while providing customer service. Past customer service experience and work experience in a team environment is preferred.
• Ability to produce accurate technical documentation and end user instructions/FAQs.

10‑25 hours per week

Critical Thinking:
Students will learn troubleshooting methodologies for critical thinking and to work through issues step by step

Communication +

Collaboration:

Students will build confidence in handling a variety of communication styles, developed by working closely with other technicians and Staff