IT, Desktop Support Technician II (70418)

Department: Information Technology

Employee Category: Non-Exempt

Reports to: Desktop Support Supervisor

About the role

Installs, modifies, and makes minor repairs to desktop computer hardware and software systems, and provides technical advice and support to system users.

Responsibilities

• Identifies and procures the hardware and software needed to satisfy user requirements.
• Installs all peripheral components such as printers, scanners, phones, and disk drives.
• Loads appropriate software packages such as operating systems, networking components, and office applications.
• Assists in the customization and adaptation of existing programs to meet users’ requirements.
• Provides telephone, chat, in-person, and remote support to end-users.
• Coordinates activities with network services and information systems groups.
• Provides updates, status, and completion to management and/or users via voice mail, e-mail, chat, or in-person communication.
• Connects users to networks and provides initial training.
• Monitors ticketing system and completes tickets in a timely manner.
• Provides support path for ticket escalation from Desktop Support I.
• Travels between sites to perform assigned