Client Technologies Technician

About the role

Configures and installs software for IT users' desktops and laptops. Involved in the installation and rollout of new software packages, upgrades and new desktop hardware. Maintains desktop software and hardware; supports mobile workforce. Provides Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems. Troubleshoots problems using scripts and checklists as guides. Escalates to Tier 3 support when necessary. Documents problems and resolutions. May perform end-user training.

Responsibilities

• Configures and installs software for IT users' desktops and laptops.
• Involved in the installation and rollout of new software packages, upgrades and new desktop hardware.
• Maintains desktop software and hardware; supports mobile workforce.
• Provides Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
• Troubleshoots problems using scripts and checklists as guides.
• Escalates to Tier 3 support when necessary.
• Documents problems and resolutions.
• May perform end-user training.

Requirements

• Strong customer service skills are important in this position.
• Participates in the testing and evaluation of new desktop packages and implements prototypes.

Qualifications

• Education: Associate’s or Bachelor’s Degree, or technical institute degree/certificate. Or equivalent work experience.
• Experience: 0 to 1 year of IT work experience with demonstrated working knowledge of the basic hardware and software products and problem solving/troubleshooting skills.

Complexity

Learner/entry level role. Provides maintenance and support for basic client products, peripherals, network and physical moves. Works on one project at a time as a project team member. Functions, somewhat independently, under direction of senior technician or supervisor/manager. Generally follows documented procedures and checklists.