Desktop support Technician - Level 3

Job Role – Desktop Support Technician  
Job Summary  
Desktop Technician will provide day to day local\remote 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 
Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating 
systems and platforms, as well be able to provide support and apply desktop fault resolution for the 
approved application suite. Ideal candidate should have relevant 2-3 years’ experience in Windows 
Desktop support.  
a) Provide first/second level contact and problem resolution for customer issues.  
b) Work with Third Party Vendors to remediate complex AV issues as needed.  
c) Provide timely communication on issue status and resolution.  
d) Maintain ticket updates for all reported incidents.  
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and 
Microsoft Office 2010, Cisco Jabber, another authorized desktop application.  
f) Should have basic knowledge of Mac operating system, to support Apple pc users.  
g) Install, upgrade, support and troubleshoot for printers, computer hardware.  
h) Performs general preventative maintenance tasks on computers, laptops, printers.  
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral  
equipment.  
j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and 
workstation hardware/software.  
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart  
Devices and Telecoms.  
l) This position requires the ability to work in a project-based environment requiring flexibility and 
teamwork. Performs other duties as assigned.  
Candidate Required Minimum Qualifications and Skills  
a) Bachelor’s Degree or equivalent in Computer Science or related field.  
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.  
c) Minimum of 18 months years of IT experience.  
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware  
installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.  
e) Mobile device management including IOS and Android devices, Enterprise encryption solutions,  
Windows PC/laptop management via Active Directory.  
f) Proven analytical, troubleshooting and problem-solving skills.  
g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.  
h) Excellent communication relationship-building and internal customer service skills.  
i) Adaptable and flexible in a fast-changing industry and work environment.  
j) Willing to work off-hours and weekends when required for projects or emergency support.