Desktop Support Technician
Role details
Job location
Tech stack
Job description
Our Techs are responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve higher level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks. As a Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images., + Diagnose mechanical, hardware, software and systems failures, using established procedures
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Perform service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
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Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
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Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
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Communicate with customers at all levels of technical and non-technical skill sets
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Follow-up with end users to provide status updates as per service level guidelines (SLA's)
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Act as the first escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager, etc.)
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Follow all standard operating procedures (SOP) through the effective use of knowledge management
Requirements
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Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
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Minimum 3+ years of experience in related field
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Desktop and/or Infrastructure support experience
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VIP / White glove support experience
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Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred
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Technical writing competency
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Sound understanding of customer support, operations, and processes
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Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
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Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
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Demonstrated capability to achieve results in a fast-paced, client driven environment
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Strong desire and enthusiasm to serve customers
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Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
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Working knowledge of the Microsoft Office application suite including MS Outlook
Benefits & conditions
The rate for this position is between $22.50 - $25.00 per hour. Factors which may affect starting pay within this range may include geography / market, skills, education, experience and other qualifications of the successful candidate., The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
