What are the responsibilities and job description for the Desktop Support Technician position at All Lines Technology?
The Desktop Support Technician provides first-level IT support, ticket monitoring, and incident documentation for staff and faculty across the organization. This role is responsible for quickly assisting users, resolving common technical issues, and escalating more complex incidents to higher tiers when needed. Technicians must follow established procedures, maintain excellent communication, and deliver a positive customer service experience.
General Requirement
- sAssociate’s Degree required; Bachelor’s Degree preferred or equivalent experienc
- e1–2 years of experience in a service desk, call center, or IT support environmen
- tExperience supporting Apple devices is a plu
- sCompTIA A , Network , Microsoft certifications, HDI, or ITIL preferre
- dExperience with RMM tools such as N‑Able or PRTG is a plu
- sStrong customer service or help desk background is beneficia
l
Core Responsibiliti
- esProvide first-contact support via phone, email, and remote support too
- lsMonitor the ITSM queue and respond to incoming tickets and alerts in a timely mann
- erDocument all incidents accurately and thoroughly in the ticketing syst
- emTroubleshoot common issues with desktops, laptops, tablets, peripherals, and softwa
- reUse knowledge base articles to perform consistent, repeatable fix
- esEscalate incidents to Tier 2/3 when appropriate and provide necessary detai
- lsAssist in meeting team goals for ticket response, resolution time, and customer satisfacti
- onCommunicate effectively with users of all technical backgroun
- dsMaintain a positive, service-oriented attitude and represent the support team professional
- lyParticipate in ongoing learning, training, and skill developme
ntQualificatio
- nsAbility to diagnose basic desktop, laptop, tablet, and peripheral issu
- esBasic understanding of networking concepts, including wireless connectivi
- tyAbility to follow documented procedures and troubleshooting ste
- psStrong verbal and written communication skil
- lsAbility to think logically, ask questions, and gather information from use
- rsAbility to work independently and as part of a te
- amStrong attention to detail, especially when documenting ticke