Desktop Support Technician Job description
The desktop support technician role has the primary responsibilities of a ticket manager. We are looking for an individual, preferably with an IT-related degree and at least 3 years of helpdesk experience who is excited about a career in the IT field. As a ticket manager, the employee will receive tickets in relation to IT issues, and she/he will have to escalate the tickets to the correct level of IT support.
This position is for a candidate who is eager to learn about providing technical assistance and support related to computer systems, hardware, or software. They will respond to queries, runs diagnostic programs, isolate problems, and determines and implements the solution.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to customer queries by phone and email
- Create step-by-step training material with screenshots for end users
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
- Document internal procedures
- Maintain daily performance of computer systems
- Ask educated questions and listen to customers to determine the root cause of issues
- Work through the problem-solving process with customers, empowering them to do the same in the future
- Run diagnostic problems to resolve problems
- Clean up computers
- Train incoming staff
- Report significant and recurring issues to the tier-2 support team
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
