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- Full-time
About the role
The Desktop Support Technician provides contact for first-line diagnosis and resolution for staff across departments. Responsibilities include first-level support for employee computer systems, assisting with implementation and testing of new software & tools, and delivering timely service to all staff. Collaboration with team members is essential.
Primary Responsibilities
- Troubleshoot and diagnose software and hardware problems
- Follow escalation processes as needed
- Answer, evaluate, and prioritize IT tickets via phone, voicemail, email, and in-person requests
- Communicate status and resolution progress to appropriate parties
- Engage users to gather information and guide them through diagnostic procedures; educate end-users on applications and hardware
- Recognize, research, isolate, resolve, and follow up on routine end-user issues; escalate complex problems or outages to management
- Log and track issues in the ticketing system; maintain historical records and documentation
- Monitor and escalate alerts as appropriate
- Create training documentation, including videos and guides, to support user education and self-service
Experience and Skills
- Windows 11 desktop and Windows Server 2016 onward
- Microsoft Active Directory
- Microsoft 365
- Understanding of client/server applications and desktop maintenance
- Excellent communication and problem-solving skills
- Customer-service oriented with a positive attitude
- Ability to learn quickly and demonstrate integrity
- Printers and general networking
- VoIP administration – preferred
- Scripting – preferred
- SCCM and SQL – preferred
Job Skills
- Proficient in basic hardware, software, and VoIP troubleshooting
- Strong team communication and collaboration
- Ability to adapt priorities in changing situations
- Capable of analyzing problems and delivering timely solutions with minimal supervision
- Experience producing clear training materials (videos/documents) - preferred
Working Conditions
- Light lifting, of up to 40 pounds moving computers or printers etc.
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