Desktop Support Technician

Knowledge and Skill Requirements: 

Key Competencies: 

• Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Think pad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crash plan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper.  
• Advanced technical skills in installation and troubleshooting of relevant software and hardware. 
• Knowledge and experience of customer IT service delivery, ticketing, and knowledge-based systems.  
• A+ certification or equivalent years of experience.

Key Competencies:

•  Positive attitude and collaborative approach in working within a team environment.  
• Ability to lead coordination efforts and manage workload efficiencies. 
• Strong customer service skills.  
• Strong oral and written communications. 
• Ability to learn and adapt quickly to changes. 
• Critical thinking and analytical capabilities in troubleshooting and problem solving. 
• Planning, organizing and prioritizing skills.
• Attention to detail.
• Ability to be flexible and handle stressful situations at times.

Primary Responsibilities: 

• Monitor computer hardware performance and diagnose system issues.
• Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive. 
• Replace worn or defective parts and clean computer hardware according manufacturers’ specifications. 
• Perform testing of equipment that has been repaired, prior to returning the equipment to the User. 
• Set up new configurations for computers including OS image deployment.
• Install, configure, and upgrade software applications including rollout project.
• Troubleshoot and resolve software application and OS related problems.
• Track and route problems and requests tickets while thoroughly documenting actions  
  and resolutions.
• Serve as escalation point of contact, identify, prioritize, and further escalate situations   requiring urgent attention.
• Perform system health check and mitigation to meet software and security standards
  including encryption, patching and  backup.