Desktop Support Technician II Job Description Template
Our company is looking for a Desktop Support Technician II to join our team.
Responsibilities:
- Ability to monitor, resolve and update open tickets within the Service Desk System;
- Responsible for meeting or exceeding service level agreements;
- Identify opportunities to bridge gaps within the team and other IT and business functional areas;
- Addresses client inquiries regarding computer standards/ procedures and suggest ways to improve efficiency;
- Create/ modify answer files and images, deploy images using WDS;
- Responsible for the implementation/configuration/testing/deployment of desktop hardware/ peripherals and software;
- Ability to work independently and ethically with minimal supervision;
- Responsible for the day-to-day operations and future planning needs of the company’s desktop environment;
- Responsible for 100% accurate inventory management and documentation;
- Other duties and project implementation as assigned;
- Ability to perform root cause analysis;
- Facilitate all requests and efforts from users and streamline processes to prompt resolution;
- Write and follow SOPs;
- Provide high-quality, timely support for all desktop/ laptop systems, projects and upgrades.
Requirements:
- A+ certification, ITIL, MTA, MCSA or combination thereof;
- Strong customer service, analytical, and interpersonal skills;
- Excellent communication skills;
- Microsoft Office 365, Windows 10 and Citrix support;
- Must have initiative and be able to work with minimal supervision in a fast-paced environment;
- Enterprise desktop management leveraging PowerShell, WSUS, MDT, WDS, and RMM Tools, Lansweeper;
- Proven experience in servicing desktops, laptops, phones, printers and mobile devices;
- Bachelor’s degree in IT related field or five years of experience in desktop support.