Desktop Support Technician

Desktop Support TechnicianLocation: 621 Rose Street, Lincoln - M-F 8AM to 5PM Pay Rate: $20-22Desktop Support Technicians are responsible for providing onsite support to internal or external customers in resolving basic, first-level support technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve first-level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks. As the first point of contact for technical support and service requests, they may provide assistance via phone or email as well.Responsibilities:Diagnoses mechanical, hardware, software and systems failures, using established proceduresPerforms service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networkingPerforms account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issuesCommunicates with customers at all levels of technical and non-technical skill setsFollow-up with end users to provide status updates as per service level guidelines (SLA's)Elevate complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L2 Tech, Manager, etc.)Follow all standard operating procedures (SOP) through the effective use of knowledge managementWorks collaboratively with people across the organizationSkills and Qualifications:Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited schoolKnowledge of assigned area requiredDesktop and/or Infrastructure support ExperienceAccount Specific Training or CertificationTechnical writing competencyCoding/programming competencyCloud & SaaS services competencySound understanding of customer support, operations, and processesAble to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customersAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and qualityDemonstrated capability to achieve results in a fast-paced, client driven environmentStrong desire and enthusiasm to serve customersWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is requiredWorking knowledge of the Microsoft Office application suite including MS Outlook