Desktop Support Technician

Desktop Support Technician III

The main function of a Desktop Support Technician is to provide technical support and assistance for all computer systems and associated hardware and software within an organization. A typical Desktop Support Technician is responsible for troubleshooting technical issues, maintaining IT equipment, and supporting end-users to ensure smooth operation and minimal downtime.

Job Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email, or in person.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions, resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install, configure, and upgrade PC software and operating systems, including Windows 10, MS 365, and other required applications.
• Maintain daily performance of computer systems, assisting with hardware setup, and addressing issues related to peripherals such as printers, scanners, and video conferencing equipment.
• Record events, problems, and their resolution in logs or helpdesk software such as ServiceNow and track inventory of equipment and spares.
• Follow up with clients to ensure their systems are functional, providing feedback or training when necessary, and coordinate with other IT staff for problem escalation and resolution.

Skill:

• In-depth knowledge of computer hardware, software, and networking, including hands-on experience with Windows-based environments.
• Excellent troubleshooting skills for resolving a range of technical issues in a timely manner.
• Familiarity with network troubleshooting, services, and tools related to firewalls, VPN, TCP/IP, network routing, and switches.
• Strong customer service orientation with effective communication skills to interpret and advise on technical issues clearly.
• Proven experience with helpdesk or IT support tasks and using issue tracking systems.
• Ability to manage time and priorities within a fast-paced working environment, maintaining detailed records of incidents and solutions.

Preferred Experience:

• Break/Fix troubleshooting
• Service Now (highly preferred)
• SCCM
• Service Suite
• Utility background
• Selected candidate must be a highly motivated self-starter comfortable working in a fast-paced environment.

Education/Experience:

• Associate's degree in computer science or related field. OR equivalent work experience.
• 5-7 years of experience.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.