Desktop Support
Position Summary:
In this role, the Desktop Support Technician will be responsible for first-level problem determination, problem/incident recording, and problem escalation for supported products and services. These products and services include networks, client/server systems, PC and Mac desktops, desktop application software, peripheral devices, and others.
Responsibilities:
- Resolve computer support problems reported to Help Desk
- Provide first-level contact and problem resolution for all users with hardware, software, and applications problems
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
- Use troubleshooting skills
- Courteously obtain and convey concise problem information for external and internal service personnel
- Provide accurate and timely logging of problems and resolution for problems
- Escalate problems as appropriate following HD procedures
- Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem-resolution process
- Solve problems on Windows and Macintosh platforms with equal proficiency
- Maintain in-depth knowledge of Microsoft-supported products and services
- Review and update Help Desk documentation as assigned
- Gather and input data for regular reports distributed by the Help Desk
- Ensure physical equipment inventory is organized and managed as needed
Skills/Requirements
- Demonstrated ability to communicate by phone or in person effectively
- Demonstrated writing ability
- Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
- Knowledge of information technology and products and services
- Demonstrated analytical and troubleshooting skills
- Demonstrated ability to work in a challenging environment
- Shows initiative and acts independently to resolve problems
- Knowledge of the following technologies: Microsoft Office 365, Microsoft Windows Server, Microsoft Active Directory, Microsoft SCCM, Microsoft Print Services, LAN/WAN Infrastructure, VMWare ESX/Veeam, and Data Backups
- Knowledge in audio-visual support for Zoom, Microsoft Teams, and similar platforms.
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