Desktop Support

Key Responsibilities

• Deliver outstanding customer service while resolving technical support requests and escalations.
• Diagnose, troubleshoot, and repair PC, laptop, and peripheral hardware issues.
• Monitor, update, and manage support tickets through the IT service management system.
• Respond to Help Desk phone calls, emails, and voicemail requests in a professional and timely manner.
• Provide technical support for desktop computers, mobile devices, printers, and other IT equipment.
• Create and maintain user documentation, knowledge base articles, and technical procedures.
• Provide advanced support for software applications and desktop technologies.
• Collaborate with hardware and software vendors to resolve equipment and system-related issues.
• Independently resolve the majority of desktop hardware and software support requests with minimal supervision.
• Aid with PC deployments, imaging, software installations, upgrades, and system refresh projects.
• Configure and deploy new workstation setups, including hardware and software provisioning.
• Support special projects and product-related initiatives as needed.
• Recommend and document process improvements to enhance IT operations and service delivery.
• Perform additional duties and responsibilities as assigned.

Required Qualifications

• A High School Diploma or GED.
• 2-4 years of experience providing desktop support for PC and/or Mac hardware and software environments.
• 1-2 years of experience in a customer-focused, help desk, or call center environment.
• Strong customer service skills with a demonstrated ability to support users professionally and effectively.
• Proven ability to manage multiple priorities simultaneously in a fast-paced environment with frequent interruptions.
• Experience troubleshooting hardware, software, operating system, and peripheral issues.
• Working knowledge of Windows, macOS, and Linux operating systems.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work effectively with employees at all levels of the organization.
• Ability to lift and move up to 25 pounds of equipment and work in confined spaces when troubleshooting hardware or peripheral devices.