What are the responsibilities and job description for the Desktop Support Technician position at Apt?
The Tier 2 Desktop Support Specialist is responsible for providing advanced technical support to end-users, addressing more complex and escalated issues from Tier 1 support. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related problems to ensure efficient and effective desktop operations.
- Key Responsibilities Advanced Troubleshooting: Diagnose and resolve escalated technical issues involving desktops, laptops, peripherals, software applications, and network connectivity.
- User Support: Provide exceptional customer service to end-users by addressing their technical concerns and inquiries through various channels (phone, email, in-person).
- Incident Management: Manage and prioritize tickets in the service desk system, ensuring timely resolution and accurate documentation of all activities and resolutions.
- Hardware and Software Installation: Perform installation, configuration, and maintenance of desktop hardware, software, and operating systems.
- Network Support: Assist in troubleshooting and resolving network-related issues, including connectivity problems, VPN access, and network printer issues.
- System Upgrades and Patches: Implement system updates, patches, and configuration changes as needed to maintain system security and performance.
- Training and Guidance: Provide guidance and training to Tier 1 support staff and end-users on technical issues and best practices.
- Collaboration: Work closely with IT teams, including network administrators and system administrators, to resolve complex issues and implement new technologies.
- Documentation: Create and maintain detailed documentation of technical procedures, solutions, and knowledge base articles for future reference and training.
- QualificationsExperience: 1-3 years of experience in desktop support or a related technical support role.
- Technical Skills:
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of Microsoft Office Suite and common business applications.
- Experience with Active Directory, Citrix, remote desktop tools, and system imaging.
- Familiarity with network protocols, VPNs, and basic network troubleshooting.
Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.
Certifications: Relevant certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate, or similar are advantageous.
Salary : $18 - $22