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Form of workJob Description
Purpose:
The Desktop Support Technician is part of the RareMed IT Team. The technician’s role is to provide support to end-users and to assist with providing technical support to RareMed IT infrastructure. This person will interact with users daily to support end-user technology, including, but not limited to: software, hardware, networking, audio/video, security, and telephone systems. The Desktop Support Technician will also provide basic end-user technology training and the support the IT infrastructure team in implementing other infrastructure-related projects. As this role directly interacts with other RareMed team members, this role will also be responsible for maintaining a positive attitude in support of RareMed’s culture.
Responsibilities:
Day-to-day operation, maintenance and problem resolution for computer systems, equipment, and software
Work with end users to identify and resolve issues
Install, configure, test, maintain, monitor, and troubleshoot end user hardware (desktop, laptop, and thin client), telephones and networked peripheral devices
Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software
Perform on-site and remote analysis, diagnosis, and resolution
Provide excellent, congenial customer service with a positive attitude
Help desk management, escalations, and ticket management
Maintenance of asset management system for all end-user computing devices
Troubleshooting networking and IT peripherals
Instruction of end users on basic use of approved hardware/software
Escalation of issues to, and work together with, third-party vendors and hardware manufacturers
Other duties as assigned
Periodic off-hours work may be required during maintenance/outage windows
Required Qualifications:
Associate degree or high school diploma and equivalent work experience also considered
2 years’ experience in a Desktop Support role
Excellent troubleshooting skills across environment
Strong verbal and written communication skills
Strong analytical skills with attention to detail
Ability to provide
