Desktop Technician is responsible for providing technical support and assistance to employees. Provides support and maintenance of computer systems, desktops, and peripherals.
Essential Functions
- Demonstrates advanced knowledge of PC and desktop hardware and internal components.
- Serves as first point of contact for customers seeking technical assistance via phone, ticketing system or email.
- Determines the best solution based on issues and details provided by customers.
- Directs unresolved issues to the next level of support personnel.
- Provides accurate information on IT products or services.
- Records events, and problems, and resolutions on the ticketing system.
- Follows up and updates customer status and information.
- Updates systems with the latest hardware and/or software as needed.
- Supports development and implementation of new computer projects and new hardware installations.
- Installs, configures, tests, maintains, monitors, and troubleshoots end-user hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
- Assists coworkers when needed to install a new program or learn about security procedures.
- Demonstrates regular, punctual attendance and adheres to policies and procedures.
- Required to be onsite a minimum of 4 days per week.
- Performs other duties as assigned.
- Must present a professional office appearance.
- Ability to move around the office, sit for long periods, and lift 50 lbs.
- Ability to lift and transport moderately heavy objects like computers and peripherals.
Minimum Qualifications
- High school diploma or equivalent.
- Must have extensive equipment support experience.
- Must have proven experience as a help desk technician or in another customer support role.
- Experience using and troubleshooting common issues with Microsoft Word, Excel, and Outlook.
Preferred Qualifications
- Bachelor’s degree in computer science or a related field.
- Cisco Certified Network Associate certification.
- Two or more years’ experience in a related role.
Travel Requirements
- May occasionally travel as needed.
