Desktop Support Technician

The PC Support Coordinator provides technical assistance to employees experiencing routine hardware, software, and computer-related issues. This position serves as a key point of contact for the IT Help Desk, diagnosing and resolving basic technical problems, supporting PC hardware and software, and escalating complex issues to appropriate technical teams., * Respond to technical support requests received by phone, voicemail, email, and in person.

• Evaluate, prioritize, and resolve routine hardware, software, and computer-related issues.
• Troubleshoot and isolate problems involving:
• Desktop and laptop computers
• Operating systems and applications
• Printers and peripherals
• Network connectivity
• Cables, modems, and related equipment
• Interview users to gather information and identify the probable cause of technical issues.
• Guide users through basic diagnostic and troubleshooting procedures.
• Log, track, and maintain accurate records of support requests and resolutions.
• Identify recurring technical issues and communicate trends to the appropriate IT teams.
• Provide users with status updates and resolution information through email, voicemail, or in-person communication.
• Install, configure, upgrade, and perform minor repairs on PC hardware, software, and peripheral devices.
• Assist users with effective use of computer systems and applications.
• Create user documentation, reference materials, and training resources as needed.
• Provide technical guidance and training to system users.
• Escalate complex or advanced technical issues to the appropriate technical specialists.
• Support continuous improvement initiatives to improve IT service quality and processes.
• Perform preliminary evaluations of workstation ergonomics and recommend appropriate improvements.
• Maintain and expand technical knowledge through training, workshops, and technical publications.
• Participate in cross-functional and project team assignments as required.
• Perform other related duties as assigned.

The ideal candidate will have hands-on PC troubleshooting experience, strong customer service skills, and the ability to manage multiple support requests efficiently., * Completion of a trade school program, Associate’s degree, or equivalent external training in computer services, computer repair, or a related field.

• 2+ years of directly related IT support or PC support experience.
• General knowledge of personal computer hardware, operating systems, and office applications.
• Experience diagnosing, isolating, and resolving basic hardware and software problems.
• Strong problem-solving and analytical skills.
• Ability to manage multiple assignments and prioritize support requests effectively.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Ability to work independently while knowing when to seek assistance from senior technical resources.
• Strong teamwork and customer-service orientation.

Preferred Skills

• Experience working in an IT Help Desk or Service Desk environment.
• Experience supporting Windows PCs and common business applications.
• Experience with ticketing/call-tracking systems.
• Experience installing and troubleshooting computer peripherals.
• Experience creating user documentation or providing technical training.
• Knowledge of continuous improvement methodologies.

Ideal Candidate

The ideal candidate is a hands-on PC/IT support professional who can quickly diagnose routine technical issues, communicate effectively with end users, document support activity accurately, and escalate complex problems appropriately.

• Dental insurance
• Health insurance
• Vision insurance