What are the responsibilities and job description for the Desktop Support Technician position at Beacon Technologies Inc.?
Position Summary
The Desktop Support IV role is a senior-level position within the User Support Services team. This individual will provide first and second-level technical troubleshooting and support, including resolving complex issues using documented procedures. The role ensures a high level of customer service to support the institution’s mission through effective IT solutions. The position requires extensive experience and judgment to plan and accomplish goals, with the ability to work independently and lead others when necessary.
Key Responsibilities
- Perform installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently.
- Identify, troubleshoot, resolve, and/or escalate complex first and second-level technical problems for various products and services under general supervision.
- Respond to inquiries and provide technical information through multiple communication channels in accordance with established policies and procedures.
- Document inquiries, resolutions, and recommend procedural improvements to leadership.
- May lead and direct the work of others; a wide degree of creativity and latitude is expected.
Required Skills & Qualifications
- Strong knowledge of computer software, operating systems, hardware, and networking.
- Experience with Microsoft Active Directory.
- Proficient in hardware and software troubleshooting.
- Ability to work both independently and collaboratively in a team environment.
- Professional and courteous customer service skills.
Preferred Skills & Qualifications
- Excellent verbal and written communication skills.
- Three or more years of relevant experience with Windows 10/11.
- Two or more years of relevant experience with macOS (OSX).
- Experience with ticketing systems (e.g., JIRA).
- Knowledge of computer security best practices.
Experience Level
- 10 years of experience in desktop support.
- Familiarity with a wide range of concepts, practices, and procedures.
Salary : $27 - $30