Desktop Support Technician

About This Role

This Desktop Support Technician role involves performing basic to moderately complex troubleshooting and repair activities for end-user environments. The technician will provide desk-side support, respond to change management requests, and ensure high levels of customer satisfaction.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair activities for PCs, desktops, laptops, tablets, and printers
• Provide support to client-identified VIPs
• Respond to change management requests, including installing new PC equipment and providing end-user desk-side support
• Perform Install/Move/Add or Change (IMAC) activities
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet established customer service satisfaction levels and other operational/customer service metrics
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates, and status of the repair
• Understand and follow all documented service operations policies and procedures
• Perform other duties or certifications as assigned to meet business needs

Requirements

• Technical school certification or equivalent of 2-4 years of relevant experience
• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• Excellence in communication and customer-facing skills
• Strong oral, written, and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and/or move various computer equipment up to 50 lbs.
• Must own a basic repair kit

Nice to have:

• A+ certification
• Additional customer-specific certifications or training as required

Benefits

• Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements