Desktop Support Technician

Job Summary

The Deskside Tech is a Mid-level position that performs tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment. Must have at least 5 years of experience in desktop technology and good knowledge of Active Directory.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.

• Provide support to client-identified VIPs, and other employees at the client site

• Responds to change management requests including installing new PC equipment, providing end-user desk-side support, and other related activities.

• Perform Install/Move/Add or Change (IMAC) activities.

• Perform all assigned desk-side support activities

• Display outstanding technical and professional services skills at all times

• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines

• Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair

• Understands and follows all documented service operations policies and procedures.

• Other duties or certifications may be assigned to meet business needs

Education and Experience:

• Typically requires a minimum of 2 years of relevant deskside experience

Certifications and Qualifications:

• Maintain all required OEM Certifications as directed by Management

• Knowledge of relevant software and hardware systems - Desktop application, desktop hardware,

• Understanding of ITIL methodologies

• A+ certification is desired

• May require additional customer-specific certifications or training as required

Skills:

• Excellence in communication and customer-facing skills

• Strong oral, written, and interpersonal skills

• Ability to follow instructions and processes with minimal instruction

• Ability to lift and or move various computer equipment up to 50 lbs.

Additional requirements may exist if the offer of employment.

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