Desktop Support Technician

Job Summary

Desktop Support is the first responder for resolving issues related to desktop systems and applications. Desktop Support’s primary responsibility is to provide excellent desktop support locally and remotely to end-users. This role will be focused on IT support for our internal operations and will be responsible for implementing, monitoring, and supporting the technology and systems our teams use daily. Desktop Support also monitors the IT ticket queue and ensures prompt and effective customer service to internal clients. The ideal candidate is motivated and displays a high level of problem-solving skills.

Responsibilities and Accountabilities include, but are not limited to, the following:

• Deliver exceptional customer service via MS Teams, telephone, email, and in-person;

• Manage priorities by understanding business operations and departments;

• Manage the configuration, delivery, and on-going support of PC and peripherals, network printers, mobile devices (iOS devices), and VoIP phone sets;

• Troubleshoot and maintain video and audio conference equipment;

• Manage all IT-related inventory, including laptops, tablets, monitors, cell phones, etc.;

• Troubleshoot complex desktop issues and know when to escalate;

• Participate in implementing new applications and software/hardware solutions;

• Able to guide end users to access SharePoint, troubleshoot and co-ordinate with SharePoint support team to resolve end user access related issues;

• Process or assist with creation or maintenance of IT Services tasks, including but not limited to:

o Employee accounts and account requests processing

o Employee hardware and software issues/requests

o Inventory Management & Control

o Triage & escalation of support requests

o Manage client requests by phone, chat, walk in and ticket submission

o Successful diagnoses, identification, and isolation of problems based upon comments and complaints

o Researches and analyzes problems utilizing own expertise and historical database records

o Responds promptly with appropriate solutions

o Maintains and updates records and tracking databases

Job Requirements

• Post-secondary education in an Information Systems discipline or 5 years of experience having supported Widows/End user device migrations involving hardware, software, and networks.

• Disciplined, systematic problem-solving skills required.

• Hands-on work experience with the following:

• Windows Operating system (Windows 7, 10)

• SCCM (Imaging)

• Basic knowledge of LAN, WAN principles.

• Strong verbal and written communication skills

• Customer service oriented with the ability to excel in a fast-paced environment

• Ability to effectively prioritize workload

• Must have strong English Language Skills and regional language (Verbal, Reading & Written)

• Certifications: (Not Required but Preferred)

o Windows 10,11 certified professional

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $22 - $24