Desktop Support Technician

SUMMARY

The Desktop Support role is to ensure proper computer operation so that end users can accomplish business tasks. This includes setting up new Windows computer systems, receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level

Pay Rate: $20 / hour

DUTIES AND FUNCTIONS

* Evaluate documented resolutions and analyze trends for ways to prevent future problems.

* Maintain par levels for IT equipment and supplies and notify management when ordering is needed.

* Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

* Build rapport and elicit problem details from help desk customers.

* Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

* Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

* Apply diagnostic utilities to aid in troubleshooting.

* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

* Identify and learn appropriate software and hardware used and supported by the organization.

* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

* Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

* Test fixes to ensure problem has been adequately resolved.

* Perform post-resolution follow-ups to help requests.

* Develop help sheets and frequently asked questions lists for end users.

* Assists end users with familiarity with corporate Intune/autopilot process.

EDUCATION AND EXPERIENCE

High School Diploma or equivalent PREFERRED REQUIREMENTS

Minimum of 1 year of hands-on experience in Desktop Support.

CompTIA A+

KNOWLEDGE/SKILLS/ABILITIES (KSA)

* Experience with Windows 10, Android, IOS and Microsoft Intune/Autopilot.

* Experience supporting Windows 10, MSO 365, VOIP telephone systems, ERP systems, desktop hardware.

* Exceptional written and oral communication skills.

* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

* Strong documentation skills.

* Ability to conduct research into a wide range of computing issues as required.

* Ability to absorb and retain information quickly.

* Ability to present ideas in user-friendly language.

* Highly self-motivated and directed.

* Keen attention to detail.

* Proven analytical and problem-solving abilities.

* Ability to effectively prioritize and execute tasks in a high-pressure environment.

* Exceptional customer service orientation.

* Experience working in a team-oriented, collaborative environment.

* Must be local to Orlando

SUPERVISORY RESPONSIBILITIES

This position does not have any direct supervisory responsibilities.

WORK ENVIRONMENT/CONDITION

The role is primarily based on an indoor, office environment. The position involves working at a desk and using standard office equipment such as computers, monitors, and phones. Occasional movement within the office or to other on-site locations may be required to provide technical support. The work environment is generally climate-controlled with standard lighting and minimal exposure to outdoor conditions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job, with or without reasonable accommodation.

* Frequently require sitting, stand, walk, bend, stoop, reach, use hands to finger, handle, or feel (including repetitive motions for keyboard/mouse use), talk, and hear.

* Regularly require lifting, carry, push, or pull objects up 20-25 pounds (e.g., monitors, printers, laptops, and peripherals).

* Occasionally required to lift, carry, push or pull up to 50 pounds (e.g. Heavier computer equipment or boxes), with or without assistance.

* Dexterity of hands and fingers to operate computers, tools, and small hardware components.

* Specific vision abilities required: close vision for detailed work, depth perception, and ability to adjust focus.

* Ability to move within office spaces, crawl under desks for cable/hardware access, or travel between on-site locations as needed for support.

This role involves light to medium physical exertion (exerting up to 50 lbs. occasionally and 20 lbs. frequently), primarily sedentary office-based work with periodic hardware handling and movement. Reasonable accommodations may be made to enable individuals with disabilities to perform…