Job Title: Desktop Support Technician
Department: Information Technology (IT)
Location: Houston
Reports To: IT Manager or IT Director
Job Overview:
We are seeking a skilled and customer-focused Desktop Support Technician to join our IT team. The Desktop Support Technician will be responsible for providing technical assistance and support to our organization’s employees for their desktop hardware, software, and related peripherals. This role plays a crucial part in ensuring the efficient operation of our IT systems and the productivity of our workforce.
Key Responsibilities:
1. **End-User Support:**
- Respond to and resolve IT support requests from employees via phone, email, or in-person.
- Troubleshoot and diagnose hardware and software issues related to desktops, laptops, printers, and other peripherals.
- Assist users with login, password resets, and access-related problems.
2. **Desktop Maintenance:**
- Install, configure, and upgrade operating systems, software, and applications on desktop computers.
- Perform routine maintenance tasks, such as software updates and patches, to ensure system security and performance.
- Maintain an inventory of hardware and software assets.
3. **Hardware Support:**
- Perform hardware repairs or replacements when necessary.
- Set up and configure new computers, including data migration.
- Manage hardware warranties and service contracts.
4. **Software Support:**
- Provide assistance with software installation, configuration, and troubleshooting.
- Assist in the management of software licenses and subscriptions.
- Collaborate with other IT teams to ensure software compliance.
5. **Remote Support:**
- Offer remote support to off-site or remote employees as needed.
- Utilize remote access tools to troubleshoot and resolve issues.
6. **Documentation:**
- Maintain detailed records of support requests, resolutions, and hardware/software inventory.
- Create and update user guides and documentation for common IT procedures.
7. **User Training:**
- Conduct user training sessions to enhance employees’ IT proficiency and awareness of best practices.
- Provide guidance on IT security and data protection measures.
8. **Security Compliance:**
- Assist in implementing and enforcing IT security policies and procedures.
- Participate in regular security audits and vulnerability assessments.
9. **Collaboration:**
- Collaborate with the IT team to resolve complex technical issues.
- Communicate effectively with other departments to ensure IT support aligns with business needs.
Qualifications:
- High school diploma or equivalent; bachelor’s degree in IT or related field is a plus.
- Proven experience as a Desktop Support Technician or similar role.
- Proficiency in operating systems (Windows, macOS) and common software applications.
- Strong knowledge of hardware components, including desktops, laptops, and printers.
- Familiarity with remote desktop applications and troubleshooting tools.
- Excellent problem-solving and communication skills.
- Customer-centric attitude and a dedication to providing top-notch support.
- Ability to work independently and as part of a team.
- IT certifications (e.g., CompTIA A , Microsoft Certified Desktop Support Technician) are desirable.This job description is intended to convey information essential to understanding the scope of the Desktop Support Technician role. Duties and responsibilities may be subject to change based on organizational needs and evolving technology trends.