Desktop Support Technician

Location 6701 - 6703 Southwest Ave, St. Louis, MO, 63143, United States Base Pay $40,000.00 - $49,920.00 / Year Job Category: Information Technology Employee Type: Full-Time Exempt Required Degree: High school Contact Information Phone View phone number on click.appcast.io Job Description Desktop Technician will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 3-5 years’ experience in Windows Desktop support. Responsibilities Provide first/second level contact and problem resolution for customer issues. Work with Third Party Vendors to remediate complex AV issues as needed. Provide timely communication on issue status and resolution. Maintain ticket updates for all reported incidents. Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications. Support basic Mac operating system to assist Apple PC users. Install, upgrade, support and troubleshoot printers and computer hardware. Perform general preventative maintenance tasks on computers, laptops, and printers. Perform remedial repairs on Desktops, laptops, printers, and other authorized peripheral equipment. Use diagnostic tools to troubleshoot problems associated with network connectivity, workstation hardware, and software. Have broad experience in IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. Work within a project-based environment requiring flexibility and teamwork. Perform other duties as assigned. Requirements Proven experience in on‑site desktop and end‑user computing support Strong troubleshooting skills for hardware, operating systems, peripherals, and basic networking Working knowledge of Microsoft Windows and Apple macOS operating systems, including end‑user device configuration and support Experience supporting productivity and collaboration tools within enterprise IT environments Familiarity with ITSM processes and tools (Incident, Change, and Asset Management) Professional communication skills and ability to interact directly with business users and stakeholders Diagnose and resolve hardware and software issues for end‑user devices (desktops, laptops, peripherals, tablets, MFPs and desktop printers, RF equipment, label printers, production invoice printers, scanners, mobile phones, time clocks, display boards, etc.) during business hours to ensure minimal disruption to business operations Setup, troubleshoot, break down, and move IT equipment as needed for end‑user offices and workstations Set up, configure, and troubleshoot meeting room equipment, including audio‑visual systems and conferencing tools, to ensure seamless meeting experiences Provide conference room support during key conferences, including pre‑conference setup and testing as needed Replace and install device peripherals such as monitors, docking stations, keyboards, mice, and other accessories as needed Provide comprehensive support for desktops, laptops, tablets, and other end‑user devices, including troubleshooting, asset management, and lifecycle support Maintain accurate records of IT assets, manage inventory levels, and ensure proper parts management onsite, including maintaining minimum/max spare levels Perform proactive checks and regular preventative maintenance on IT equipment to maximize device uptime and identify potential issues before they impact users Support new‑hire onboarding and employee off‑boarding processes, including device provisioning, setup, issuance, collection and decommissioning Respond to incident tickets by providing onsite support or dispatching technicians as required and escalating critical issues according to the defined escalation matrix Coordinate shipment of IT equipment, including drop‑off at carrier business location, and manage the refill and maintenance of smart lockers to ensure timely availability of devices and peripherals Train end users to utilize IT equipment as necessary Smart hands support for servers, switches, APs, firewalls, etc. for other BBG IT teams Ensure all support and related activities are conducted in a manner compliant with BBG IT security practices Dispatch support services where technical resources are deployed to sites as needed for incident resolution, hardware replacement, or other support activities Ensure timely replenishment of equipment and smart lockers #J-18808-Ljbffr City of Lincoln