Desktop Support Technician Level I

Education: Bachelor's degree or technical institute degree/certificate in Computer
Science, Information Systems, or other related field preferred.


Mission:
Provide the best possible "white glove" customer service by working with customers to resolve
their technical related problems in a swift manner as well as providing accurate responses and
solutions.
Experience:
• Two-year prior Support Center experience, working in a fast-paced environment directly supporting
Desktops and Laptops.
• Proven ability to meet service goals consistently.
• One-year prior Windows administration and Active Directory experience.
• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.
Metrics
Listed below are the key metrics that will be used to measure success of this role:
• Customer Satisfaction
• Time to Close
• Completion of Group Projects
Competencies:
Listed below are the key competencies required to be successful in this role:
• Honesty/ Integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right,
not just what is politically expedient. Speaks plainly and truthfully.
• Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new
information.
• Attention to Detail: Does not let important details slip through the cracks or derail a project.
• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
• Organization and Planning: Plans, organizes, schedules, and budgets in an efficient, productive manner.
Focuses on key priorities.
• Calm under Pressure: Maintains stable performance when under heavy pressure or stress.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has
record of accomplishment of working hard.


Responsibilities:
Listed below are the responsibilities for this role:
• Cultivate and manage relationships with customers.
• Prioritize work and meet deadlines.
• Support and deploy company desktops and laptops.
• Document resolutions for other teams and team members to use.
• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the
benefit of customers and IT.
• Support on-going Device Support projects.
• Be flexible to meet the needs of the team or current project, which sometimes requires nights and
weekends.
• Maintain application packages for deployment through MECM/SCCM and Intune.
• Participate in building Gold image for company desktops/laptops.
• Follow policies and procedures on computer and software deployment and decommissioning.
• Function as a point of contact for incidents and service requests from end users by phone and email.
• Solve problems and be able to present technical information to users with different technical skill levels.
• Communicate effectively with customers, coworkers, and management.
• Configure Apple devices in Airwatch or Intune.
• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and
more.
• Cross train and assist others when necessary.
• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge,
Chrome, timekeeping, customer presentation applications, VPN, and others.
• Employ device management tools in supporting users and requested applications.
• React to change productively and handle other essential tasks as assigned.
• Be an active member of the Device Support Services team.