Desktop Support Technician

• Troubleshoot and replace laptop and PC hardware.
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
• Handle problem recognition, research, isolation, resolution, and follow-up for difficult user problems, referring more complex problems to the next level of technical staff.
• Set up, maintain, and troubleshoot.
• Participate in the IT Support queue which will result in assigning and prioritizing open issues.
• Log, prioritize, assign, and troubleshoot all calls, voicemails, emails, trouble tickets, and walk-up requests reporting technical problems.
• When appropriate, determine the appropriate group for escalation.
• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions.
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
• Build\deploy new workstations (desktops laptops).
• Install\upgrade hardware\software on Windows workstations.
• Troubleshoot assigned tickets to determine if the issue can be resolved or determine the appropriate group for escalation.
• Maintain positive relations through effective customer follow-up.

• Technical Degree or related work experience.

Last updated on Oct 19, 2023