Desktop Support I

JOB DESCRIPTION

Job Title: Desktop Support Technician I

Department: IT

FLSA Status: Non-Exempt

Reports To: Director Of IT Infrastructure

Manages People: No

Experience: Typically requires 1-2 years of related experience

Level of Supervision: Work is closely managed

Job Summary:

• The Desktop Support Technician I ensures client satisfaction by installing, maintaining, or servicing hardware, software, desktop management, application deployment, cyber security, system monitoring, system administration, and providing end user support. Resolves less common problems or queries.

Essential Responsibilities/Duties:

• Provide professional end-user support via telephone, email or web submits.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Install new hardware or components, ensuring integration with existing network systems.
• Load and verify correct operations of software packages
• Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Troubleshoot moderately complex hardware and software problems
• Conduct computer diagnostics to determine nature of problems and provide technical assistance
• Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user

Qualifications:

• Education –

 High School diploma or equivalent

• Competencies/Skills –

 Ability to support end users with help desk issues. Analyze, test, troubleshoot and resolve IT issues.

 Rolling out new equipment (desktops, laptops, wireless equipment, etc.)

 Excellent listening, written, and verbal communications

 Excellent customer service skills

 Organized, detail-oriented and self-motivated.

 Proven troubleshooting skills

• 
  Experience –

 1-4 years’ experience supporting desktop and laptops in a Windows environment.

 Previous experience in Windows Operating Systems. Knowledge of Office 365 suite, including account/object management and application of licenses.

 Previous experience with ITSM Tools – FreshService

 Previous experience with troubleshooting desktop and laptop hardware and software issues.

 Previous experience with PC imaging and deployment activities.

 Previous experience with helpdesk ticketing systems

 Previous experience with supporting Apple and Android environments for phones and tablets.

 Software Experience: AD, Microsoft Products, VPN Clients.

• Certifications/Licenses preferred –

 CompTIA A+, MCITP