The Desktop Technician will provide day to day localremote desktop support, receive inbound calls,
answer questions troubleshoot and document steps performed to resolve challenges with hardware,
software and application issues in a ticketing system.
The candidate will also need to facilitate customer resolution for calls and engage their
supervisors and managers to ensure operational consistency across all shifts within the IT
Support Center.
Desktop Support Engineer provides Break Fixes, fault diagnosis systems and platforms, as well
be able to provide support and apply desktop fault resolution for the approved application
suite.
Position Responsibilities and Functions
Provide first/second level contact and problem resolution for customer issues.
Work with Third Party Vendors to remediate complex AV issues as needed.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents and requests.
Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1,
Windows 10 and Microsoft Office 2010, Cisco Jabber, any other authorized desktop
application.
Should have basic knowledge of Mac operating system, to support Apple pc users.
Install, upgrade, support and troubleshoot for printers, computer hardware.
Performs general preventative maintenance tasks on computers, laptops, printers.
Performs remedial repairs on Desktops, laptops, printers and any other
authorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with network connectivity, and
workstation hardware/software.
Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart
Devices and Telecoms.
This position requires the ability to work in a project-based environment
requiring flexibility and teamwork. Performs other duties as assigned.
Requirements
- Bachelors Degree or equivalent in Computer Science or a related field.
- CompTIA A+, Microsoft Certified Professional (MCP) or better.
- Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
- Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting and problem- solving skills.
- Proven ability to multi-task, effectively determine priorities and meet SLA s.
- Excellent communication relationship-building and internal customer service skills.
- Adaptable and flexible in a fast-changing industry and work environment
- Excellent communication relationship-building and internal customer service skills.
Bachelor's Degree or equivalent in Computer Science or a related field. CompTIA A+, Microsoft Certified Professional (MCP) or better. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting and problem- solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA s. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment Excellent communication relationship-building and internal customer service skills.