Desktop Support

Job Description

Summary:
The Technology Support Technician is responsible for providing Enterprise Level IT Support and project facilitation across all  Locations.

The Technology Support department provides IT services for internal coworkers as it relates to:
 PC Desktops and laptops
 Mobile devices including smartphones and tablets
 Printers/Copiers/MFPs
 Projectors
 Video Conferencing

Technology Support Technicians provide remote and desk side/hands-on support for incidents and service requests that are escalated from the IT Service Desk at each of the  locations.

Key Areas of Responsibility
· Operations: Facilitate the business' needs for ongoing technical and project support.
· Policy: Follow all team and asset management guidelines and procedures.
· Engagement: Respond to requests for technical support in a timely manner.

Other Responsibilities
· Provide second and third level desktop support for desktop hardware and software, including.
o Complete and close incidents and services requests in a timely manner.
o Update incidents and service requests within agreed response times.
o Keep coworkers informed of the status of their tickets.
o Ensure follow-up is performed.
o Meet all productivity and quality goals as measured by the department.
· Participate in deployments and hardware refreshes
· Provide back-up support for the IT Service Desk
· Follow all asset management guidelines and procedures
· Create and submit knowledgebase documentation

Education and/or Experience Qualifications
· Associates Degree Preferred
· 3-5 years experience in an IT related field
Required Qualifications
· Excellent verbal and written communication skills with the ability to effectively interact with stakeholders and leadership
· Strong attention to detail
· Ability to write and present information and documentation
· Strong ability to manage multiple issues at once.
· Demonstrated organizational and time management skills.
· Ability to work under general supervision
· Strong interpersonal skills
· Demonstrated ability to provide in-person, walkup or remote IT support
· Experience deploying and supporting Windows Desktop OS, Mac OS Support Preferred
· Experience installing/uninstalling PC hardware/software
· Experience performing mass workstation deployments and migrations
· Must be willing to respond to on-call pager system after hours for support emergencies
· Ability to move about inside the office as needed to support customers.
· Lift up to 50lbs with or without assistance, on occasion
· Lift up to 20lbs unassisted on a regular basis.

Preferred Qualifications
· A Certification
· N Certification
· Certified Desktop Support Analyst (HDI)
· MCP (Windows 7)
· MCSA (Windows 10)
· ITIL v3/v4 Foundations