Desktop Support Technician

Job Title

Interview: Video Visa: USC, GC This is onsite from day-1 (Need only local candidates)

Job Description:

Key Responsibilities:

• Technical Support: Provide first-level technical support to end-users by diagnosing and resolving hardware, software, and network issues.
• Ticket Management: Log, track, and manage support requests using a ticketing system, ensuring timely resolution and communication with users.
• Troubleshooting: Identify and troubleshoot technical problems, escalating complex issues to higher-level support teams when necessary.
• User Assistance: Assist users with software installations, configurations, and updates, as well as provide guidance on IT policies and procedures.
• Documentation: Maintain accurate records of support activities, solutions, and user interactions for future reference and reporting.
• Customer Service: Deliver excellent customer service by maintaining a professional and helpful demeanor, ensuring user satisfaction.

Qualifications:

• Education: A high school diploma or equivalent is typically required; an associate's or bachelor's degree in IT or a related field is preferred.
• Technical Skills: Proficiency in operating systems (Windows, macOS), office productivity software, and basic networking concepts.
• Problem-Solving: Strong analytical and problem-solving skills to effectively diagnose and resolve technical issues.
• Communication: Excellent verbal and written communication skills to interact with users and document support activities.
• Experience: Previous experience in a helpdesk or technical support role is advantageous.
• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are beneficial.