Desktop Support Technician

The Desktop Support Technician will be responsible for installing and supporting user computing devices and applications in a friendly, higher education environment. As a member of the Helpdesk team, they will answer phones, create and manage tickets, install and configure new devices, including IP phones and copiers. Provide remote and onsite desktop/laptop troubleshooting. Work on projects with other members of the team. They will demonstrate diligence and thoroughness to ensure all tasks are successfully completed on time. Excellent interpersonal and communication skills will be required to consistently provide a superior level of service to users. Proven troubleshooting, research, and documentation skills are required to efficiently diagnose and repair problems.

• Level 1 helpdesk support - answer phones, create tickets, user password support, basic verbal diagnosis.
• Diagnose and resolve common issues related to hardware, software, and network connectivity. This may include AD user objects, passwords, installing software, updating drivers, and resolving printer issues.
• Manage tickets – create, update, organize, prioritize, schedule, report
• Install and troubleshoot PC and Mac computers. Activate, troubleshoot Android and IOS phones. Remote support via screen sharing and onsite support by visiting user when required.
• Support end-user IT Services, such as- Citrix, Network Drives, Office 365, Phone, WiFi, Workstations (PC/MAC), and other services
• Maintain hardware and software inventory: Keep track of all hardware and software deployed to end-users and manage inventory to ensure that all equipment is in good working order.

Education requirement: Associates Degree or equivalent

Licenses or certifications: A+ or MSDT certifications beneficial

Technical/computer skills:

• OS: Windows 10 Enterprise, Apple IOS, Android
• MS Windows driver, network, Wi-Fi, printer support
• MS Active Directory
• MS Office/ Office 365
• Virus/malware removal

Prior experience: 2 years’ experience in PC support environment

Other skills/requirements:

• Excellent oral and written communication skills required for team and user interaction
• Ability to handle multiple separate tasks
• Ability to work in fast-paced environment
• Patient and friendly demeanor with end-users

Physical demands:

• Must be able to lift, carry, move 40lbs (maximum weight of typical IT equipment)
• Must be able to kneel under/reach over furniture to plug in equipment