Desktop Support

The Desktop Support Point of Sale Technician serves as the first point of contact for IT related support, providing tier 1 and 2 client support for all technical issues relating to hardware, software, printing, connectivity, mobile technology, Point of Sale Technology, and user set up and authorization, working all requests, incidents, and problems through to resolution.

Essential Duties and Responsibilities:

• Provide daily support for PC hardware and software, including: Windows 10, Office 365 and other departmental and enterprise applications.

• Participate in installing, configuring, and maintaining computer operating systems and images.

• Install and troubleshoot peripherals for users.

• Aid in troubleshooting smartphones and other related ad hoc devices.

• Ability to work outside of normal business hours to meet customer demand. (Nights & Weekends)

• Asks appropriate probing questions to gather relevant information to aid in resolution of request.

• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely and accurate resolution.

• Sets client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

Computer Skills:

• Workstation, printer and peripheral maintenance and support skills.

• General understanding of Client/Server environment.

• Familiarity with Microsoft Active Directory.

• Solid understanding of Microsoft products including Windows operating systems and the Office suite of applications.

• Demonstrate analytical approach to problem resolution.

• Excellent documentation skills

• Familiarity with Microsoft SCCM imaging software

• Basic understanding of what a Point of Sale is and how it functions on a fundamental level.