Desktop Support Technician

Desktop Support Technician responsibilities include:

• Addressing user tickets regarding hardware, software and networking
• Walking customers through installing applications and computer peripherals
• Asking targeted questions to diagnose problems

Job brief

Desktop Support Engineer provides technical assistance to our clients. Will help install, upgrade and troubleshoot hardware and software systems.

Job requires a high level of IT client knowledge and an ability to deal with a variety of customer personalities. Good problem-solving attitude along with the ability to give clear technical instructions to non-technical personnel. High degree of remote troubleshooting techniques and problem solving are required.

Willingness to learn new technologies and techniques with a proactive attitude is critical to job success.

Responsibilities

• Day to day deskside support incident ticket management. Address user tickets regarding client hardware, software, networking connectivity and telephony
• Client Install and support full complement of MS products: Office 365, Windows OS, Azure, etc.
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Ticket ownership to closure
• Value add desktop alterations to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel when appropriate
• Performs minor administration on backend servers, including virus updates, backup scheduling and SW fixes
• Follow up with clients to ensure their systems are functional prior to ticket close
• Report customer feedback and potential satisfaction concerns
• Help create technical documentation and manuals

Requirements

• 5- 10 years proven work experience as a Desktop Support Technician, Technical Support Technician or similar role troubleshooting PCs telecom equipment and IT peripherals
• Hands-on experience with troubleshooting Windows OS environments
• Hands-on Office 365 service experience
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus technologies
• Ability to perform remote troubleshooting and ability to provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude and always conducts self with highest level of professionalism
• Good communications skills both written and oral
• Team oriented
• SCCM experience
• BSc in Computer Science or relevant field experience
• Physical requirements: Walking, bending and lifting up to 80 pounds
• MAC OS environment experience a plus
• MFG business acumen a plus