What are the responsibilities and job description for the Desktop Support Technician position at KTek Resourcing?
Title: Desktop Support Technician
Location: Baltimore, MD
Responsibilities:
- Image and configure laptops/desktops for onsite, remote users, and special projects.
- Provide hardware, software, and network diagnosis/resolution via phone, email, chat, and remote tools.
- Route issues to 2nd/3rd-level teams and coordinate with vendors/support staff for hardware/software/network resolutions.
- User account provisioning and management; escalate complex issues to specialists.
- Respond to calls, emails, IMs, and tickets; assign and follow up until closure.
- Diagnose issues through discussion, logs, research, isolation, and resolution; deliver Level 1 remote desktop support per SOPs.
- Evaluate, analyze, and set up PC-based software (Word, Excel, PPT, DBMS, email, communication tools).
Technical Requirements:
- Strong, systematic problem-solving skills.
- Hands-on experience with Windows clients: Windows 10, 7, Vista, XP, 2000.
- Experience with Windows servers: 2000, 2003, 2008.
- Knowledge of Active Directory and Exchange 2003/2007.
- Experience with ITSM ticketing tools: Remedy, HP Service Center, Peregrine, ServiceNow.
- Remote desktop tools: SMS, Bomgar, WebEx, Live Meeting, Windows native tools.
- MS Office (2003–2016): Word, Excel, PowerPoint, Outlook, Project, Visio, Lync 2010/2013.
- Internet browsers (IE, Chrome, Firefox); troubleshoot Java and Flash issues.
- iPhone and Android device support.
Salary : $23 - $24