Desktop Support Technician

Job Responsibilities

• Performing moderate‑to‑complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low‑to‑moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment.
• Provide customer service to a large end user base onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance, and consultations in one-on-one or group situations via in person, phone, email, and video conferences, etc.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems. Ability to identify issues caused by firewall, proxy, or anti‑virus software.
• Break/Fix (Hardware and Software) – Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals. Diagnoses and resolves product performance problems using advanced tools / technical knowledge.
• IMAC – Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables.
• Ticket and workload management utilizing customer provided ticketing system.
• Physically able to lift and move hardware.

• Must have at least 1 year of experience desktop support experience including:
• Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.
• Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers.

• MS Windows, MS Office, Google Workspace knowledge, Chrome
  
  OS, IOS, Citrix client
• Motivated technician with proven troubleshooting skills
• Proven customer service skills – Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
• Must be able to effectively multi‑task and work in a dynamic, fast‑paced team environment.
• Familiarity with workgroup and domain environments
• Windows 10 / Chrome
  
  OS / Cloud Ready Deployments
• Active Directory – Computer management
• Imaging, software push using Ivanti LANDesk
• Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
• Smart hands for specific support towers. Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
• Break‑fix/Install – thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

Entry level

Full‑time

Information Technology

IT Services and IT Consulting