Desktop Support Technician 


OVERVIEW 

Our Desktop Support opening requires strong Hardware and Software skills and will perform high priority end-user support. The responsibilities of this role include maintaining Service Request Reports, managing Desktop Technician Resources and documenting, relating, summarizing and maintaining various data reports in all relevant areas.

YOUR RESPONSIBILITIES 

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue.
  • Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.
  • Ability to conduct troubleshooting.
  • Assist all users with any logged IT related incident when called upon.
  • Train and guide staff on how to use hardware and software.
  • Support the testing and deployment of new applications and systems.
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the individual(s) as soon as possible; escalating incidents to other support teams where necessary.
  • Accurately record, update and document requests.
  • Install and configure new IT equipment.
  • Resolve incidents and upgrade different types of software and hardware; printers, copiers and scanners.
  • Maintain a first-class level of service ensuring all individuals are treated efficiently and in an appropriate manner.
  • Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable user to become more self-sufficient.
  • Protect organization’s value by keeping information confidential.
  • Be willing to attend internal training courses as necessary to keep up to date with the latest technology and internal system processes.
  • At the completion of the first six months, become self-sufficient in handling corporate policy and procedure.

ABOUT YOU

  • B.A. or equivalent degree; prefer information sciences and technology, computer science or related degree; recent college graduates are encouraged to apply.
  • Active Cisco or RHCE Certification preferred.
  • Ability to install, configure, test, maintain and troubleshoot end-user devices.
  • Excellent knowledge of PC desktop and hardware.
  • Ability to read and understand technical manuals and procedural documentation.
  • Excellent knowledge of internal PC components.
  • Experience with Linux/Unix.
  • Windows Server Experience.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills.
  • Strong work ethic and organizational and prioritization skills.
  • Unwavering attention to detail.
  • Strong organization, documentation skills.
  • Persistence and excellent follow-up skills.
  • Demonstrated ability to manage time effectively across diverse activities.

BEYOND AVERAGE SKILLS 

  • High proficiency in Microsoft applications (Word, Excel, PowerPoint, etc.)
  • Experience in the telecommunications industry is highly beneficial.
  • Previous experience working in an IT support role.
  • A customer service qualification.
  • Strong management skills in: incident, service, basic inventory and configuration
  • Energetic, motivated, personable, outgoing and enthusiastic at all times!

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those of a standard office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The work environment is that of an office position with minimal to high noise levels.
  • The position requires working independently, as well as part of a team.
  • This position requires verbal and face-to-face contact with others daily.
  • This position requires use of all general office equipment.