Desktop Support Technician

Job Description:

The IT Customer Services Assoc will be responsible for providing overall technical assistance and support related to computer systems, hardware, and software, to end-users via phone, remote access, and desk side support. Under limited supervision, the Assoc will respond to queries, isolate problems, and determine and implement solutions. The candidate will work with other team members to meet deadlines and provide status. The candidate must have the ability to resolve end user problems quickly. The candidate must have excellent communications skills (both verbal and written), must manage time effectively and have strong organizational skills. The candidate must also have the ability and judgment to escalate support requests if necessary, as part of the Information Technology team.                  

Job Responsibilities:

• Evaluate and prioritize incoming ticket requests for assistance, update tickets with accurate and timely status            
• Install, modify, and repair computer hardware/software, which includes the set- up of new equipment               
• Create/update documentation of Standard Operation Procedures for the IT Department and in support of end users          
• Work with other team members and status management to meet departmental performance goals           
• Other duties as assigned             

Qualifications:

• HS Diploma or equivalent with 6 years prior experience, 2 year post-secondary/AA Degree and 2 years prior experience              

Preferred Qualifications:

• Advanced Windows 10 knowledge and experience to include administration and troubleshooting                 
• Experience installing and configuring PCs and printers          
• Proficient with MS Office 2016-O365
• Working knowledge and experience with LAN and WAN technologies is a plus (TCP/IP addressing, routing, VLAN, switching, DHCP, DNS)
• Interpersonal skills necessary to assist and train others in computer systems
• Strong aptitude in OS repairs, hardware, upgrades and troubleshooting
• The flexibility to stay late, come in early, or work on the weekend as needed to support users and projects              
• Strong communications skills                
• Ability to work in a fast-paced environment with little assistance              
• A+/Microsoft Certifications preferred