Desktop support technician

Job Brief:

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 customers' various core operating systems and platforms, as well as being 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.

Responsibilities:

1. Provide first/second level contact and problem resolution for customer issues.
2. Work with Third Party Vendors to remediate complex AV issues as needed.
3. Provide timely communication on issue status and resolution.
4. Maintain ticket updates for all reported incidents.
5. Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
6. Should have basic knowledge of Mac operating system, to support Apple PC users.
7. Install, upgrade, support and troubleshoot printers and computer hardware.
8. Perform general preventative maintenance tasks on computers, laptops, and printers.
9. Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
10. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
11. Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
12. This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
13. Perform other duties as assigned.

Candidate Required Minimum Qualifications and Skills:

1. Bachelor’s Degree or equivalent in Computer Science or related field.
2. CompTIA A+, Microsoft Certified Professional (MCP) or better.
3. Minimum of 18 months of IT experience.
4. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
5. Mobile device management including iOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
6. Proven analytical, troubleshooting, and problem-solving skills.
7. Proven ability to multi-task, effectively determine priorities and meet SLA’s.
8. Excellent communication, relationship-building, and internal customer service skills.
9. Adaptable and flexible in a fast-changing industry and work environment.
10. Willing to work off-hours and weekends when required for projects or emergency support.