Desktop Support Technician

Under general supervision, the Desktop Support Technician performs broad systems administration and technical support for both stand-alone PC hardware and software and local area networks. They support day-to-day operations including end user devices, peripheral equipment and provides technical oversight of the IT Service Desk.

Essential Duties and Responsibilities

• Installs and maintains hardware and software products and configures PC equipment according to department standards.
• Identifies, evaluates, and corrects hardware, software, or operations problems.
• Troubleshoots and performs steps to identify root cause of unavailable systems or network.
• Opens, assigns, and escalates support tickets based on importance and priority.
• Answers IT Support calls and resolves technical problems.
• Monitors IT support ticket system to ensure proper ticket handling.
• Communicates with customers the status of tickets and problems.
• Documents and implements standard operating procedures.
• Performs adds/moves/changes of computer equipment.
• Performs computer training for employees, as requested.
• May be required to work weekends and overtime occasionally.