Desktop Support Technician

About the role

The Desktop Support Technician assists clients with hardware and software issues, provides on-site or remote technical assistance, and troubleshoots basic IT issues. The technician clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end user training as needed.

Responsibilities

• Provides technical assistance, including setting up computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
• Conducts hardware and software inventory database maintenance and reporting
• Displays knowledge of basic computer hardware and operating systems, including installation, building, upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing, and preventive maintenance
• Performs installation, configuration, diagnosis, preventive maintenance, and other basic networking tasks
• Develops new solutions to frequently occurring problems and responds to incoming questions in a timely manner
• Researches questions and issues and resolves each interaction with customer satisfaction
• Tracks and documents all customer contacts
• Escalates issues to second or third level support personnel when appropriate
• Dispatches calls to field technicians when appropriate
• Prepares in advance for new releases and rollouts to anticipate customer inquiries
• Attends scheduled meetings and in-services for technical and communication training

Requirements

• High school diploma or GED required, Bachelor's degree preferred
• Prior experience in Information Technology preferred
• Technical aptitude and understanding of basic computer skills required
• Excellent organizational and customer service skills required

Physical Demands and Working Conditions

Frequent sitting, standing, and walking. Occasional reaching, lifting, carrying, bending, and squatting. Visual and hearing acuity required. Work is inside, with good ventilation and comfortable temperature. Possible exposure to potential electric shock, moving mechanical parts, toxic/caustic chemicals or detergents, radiant energy, communicable diseases, and blood borne pathogens.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources