Desktop Support Technician Job Description
The Desktop Support Technician is responsible for providing day-to-day End User Computing (EUC) operational support to the user communities through the installation, configuration, upgrade and maintenance of personal computers, applications, and peripheral equipment. Documentation and adherence to policies, procedures and standards of the organization is an important part of this position. The desktop support technician is responsible for delivering high quality, cost-effective support to all levels of users.
Knowledge & Experience
University degree or College diploma in the field of computer science, information systems, or at least 2 years equivalent work experience.
Proven experience troubleshooting Windows 10/11 Operating Systems and dependent applications
Hands-on knowledge of and experience with Enterprise PC Operating System deployments/migrations and hardware refreshes
Working knowledge of the Windows 10/11 registry, NTFS permissions, file and folder security, local user security
Familiarity with Microsoft Active Directory structure/security and Group Policies Hands on Experience supporting Microsoft Office 2016/O365 products including:
Word/Excel/PowerPoint/Teams/SharePoint/Access and MS Outlook
Hands on experience in troubleshooting Internet browsers (EDGE and Chrome) and related security settings
Familiarity with software distribution via Microsoft System Center Configuration Manager (SCCM) and InTune
Working knowledge of Windows networking components, i.e. TCP/IP, DNS, WINS, DHCP, VPN, IPsec etc.
Working knowledge of Cisco AnyConnect VPN software. Two factor authentication experience is a plus.
Working knowledge of Remote control tools such as Bomgar Working knowledge of PC hardware troubleshooting
Experience with IT Service Management software such as ServiceNow or Remedy; familiarity with ITIL processes.
Able to interpret and follow technical documentation
Personal Attributes
Highly self-motivated and self-directed.
Ability to absorb new ideas and concepts quickly. Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment. Very strong customer focus
Good communications skills written and oral; Good interpersonal and telephone skills. Experience working in a team-oriented, collaborative environment.
