JOB SUMMARY

Desktop Support Technicians are primarily responsible for fixing and maintaining the desktop computing environment in the organization. They take ownership and resolve issues escalated from the Service Desk, resolving client PC issues in person via desk side visits or through remote assistance

ESSENTIAL FUNCTIONS

• Provide PC hardware and software support. Also includes support for printers, faxes, phones, mobile devices, projectors and conference AV equipment.
• Mobile computing support for wireless devices, smartphones, tablets, and remote laptop connectivity.
• Perform new system setup, reinstall, and reimaging of computers, as well as assisting in the relocation or reconfiguration of PC hardware (referred to as Install/Move/Add/Change/Delete activity or IMACD).
• Diagnose PC hardware issues and maintain a spare inventory for hardware swap.
• Replace field serviceable parts and/or manage warranty hardware repair process.
• Ensure proper disposition of PC upon transfer or end-of-life including storage and quarantine of user data, secure wiping of end-user systems following prescribed disposal procedures (IMACD)
• Assist with asset management including tracking, procurement, and retrieval of hardware upon employment termination.
• Follow proper incident procedures. Document problems and related fixes in the Incident Problem Management System. Adhere to proper escalation procedures.
• Assist with special projects as needed.
• Assist other Resolver Groups as necessary

REQUIRED SKILLS

• High School Diploma or GED
• Strong technical knowledge and application support experience
• Field support experience troubleshooting standard Operating System issues, including Microsoft Windows 7 and Windows 10
• Experience supporting MS Office/Office 365 products
• Field support experience troubleshooting Internet browser utilities, including Microsoft Internet Explorer and Chrome
• Basic networking and troubleshooting experience
• Knowledge and proficiency supporting various business technologies
• Strong customer service focus and positive attitude
• Excellent telephone and written communication skills
• Excellent problem solving skills
• Organized, responsive, team player
• Ability to adapt to a rapidly changing environment
• Understanding of technical and business terminology
• Ability to learn and retain detailed information
• Self-motivated, professional, resourceful, and accountable

PREFERREED SKILLS

• Associates Degree, Bachelor’s Degree or equivalent work experience in an IT field preferred
• Knowledge and understanding of Field support operations
• Technical certifications are preferred
• Understanding of HDI and ITIL methodologies
• Associates Degree or Bachelor’s Degree in an IT field preferred
• Knowledge of Service Desk operations and/or experience is a plus
• Telephony experience is a plus