Desktop Support Technician || Network Support Technician || Duluth, GA (Onsite)

. Troubleshooting

a. Installation, Configuration, and Issue Resolution for Windows

• Understanding of Windows operating system architecture and versions (e.g., Windows 10/11).
• Proficiency in installing and configuring Windows, including drivers, updates, and user settings.
• Familiarity with Windows recovery options, safe mode, and system restore.
• Ability to diagnose and resolve boot issues, blue screens, and application errors.

b. Identifying and Resolving Hardware Failures Using Diagnostic Tools

• Knowledge of PC hardware components (motherboard, RAM, storage, power supply, etc.).
• Experience using built-in diagnostics (e.g., Dell diagnostics, Windows Memory Diagnostic) and third-party tools.
• Ability to interpret error codes, logs, and test results to pinpoint hardware failures.
• Understanding of replacement procedures for common hardware components.

c. Troubleshooting Microsoft Office, Browsers, and Business-Critical Applications

• Familiarity with Microsoft Office suite installation, activation, and repair processes.
• Ability to resolve common Office issues (crashes, add-in problems, file compatibility).
• Troubleshooting browser issues (cache, extensions, connectivity, security settings).
• Understanding of how to support and troubleshoot other business-critical applications relevant to your environment.

d. Diagnosing and Resolving Issues with Printers, Monitors, and Other Connected Hardware

• Knowledge of printer setup (network and local), driver installation, and print queue management.
• Troubleshooting common printer issues (paper jams, connectivity, driver conflicts).
• Diagnosing monitor/display issues (resolution, connectivity, hardware faults).
• Supporting other peripherals (scanners, docking stations, USB devices).

2. Endpoint Compliance & Security

a. Processes and Tools for Keeping Systems Up to Date (e.g., Windows Update, SCCM)

• Understanding of patch management processes and the importance of timely updates.
• Proficiency with Windows Update and enterprise tools like SCCM for deploying patches and software.
• Ability to verify update status, troubleshoot failed updates, and remediate compliance issues.

b. Security Standards, Compliance Requirements, and Incident Response

• Knowledge of organizational security policies (passwords, access control, acceptable use).
• Familiarity with endpoint protection tools (antivirus, anti-malware, firewalls).
• Ability to recognize and respond to security incidents (malware detection, unauthorized access, phishing).
• Understanding of compliance frameworks relevant to your industry (e.g., HIPAA, PCI-DSS, GDPR).

3. Network Fundamentals

a. IP Addressing, Subnetting, and DHCP Troubleshooting

• Understanding of IPv4 addressing, subnet masks, and default gateways.
• Ability to configure and troubleshoot DHCP (dynamic IP assignment, lease issues).
• Use of tools like ipconfig, ping, and tracert for network diagnostics.

b. User Account Management, Group Policies, and Permissions

• Proficiency with Active Directory for creating, modifying, and disabling user accounts.
• Understanding of group policies and how they affect user and computer settings.
• Managing permissions for files, folders, and network resources.

c. Diagnosing Connectivity Issues (ping, ipconfig, cabling, VLAN basics)

• Using command-line tools (ping, ipconfig, nslookup) to test connectivity and resolve issues.
• Checking physical connections (cabling, ports, switches).
• Basic understanding of VLANs and their role in network segmentation and troubleshooting.