Desktop Support Technician (225-925)

A Desktop Support Technician plays a crucial role in ensuring smooth IT operations within an organization. This position requires a professional who is adept at troubleshooting computer hardware and software issues, providing timely technical support to end-users. The Desktop Support Technician is responsible for installing, configuring, and maintaining desktop systems, peripherals, and software to ensure optimal performance. The role involves collaboration with IT teams as well as the ability to work independently to resolve issues efficiently. A successful Desktop Support Technician must possess excellent communication skills to deliver instructions and solutions clearly, along with a strong technical skill set to meet users' needs effectively. This role is pivotal in maintaining user productivity by minimizing downtime and ensuring seamless IT support.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve desktop, laptop, and peripheral hardware issues promptly.
• Install, configure, and maintain software applications for user workstations.
• Coordinate with IT teams to solve more complex network and system issues.
• Manage user accounts and permissions in Active Directory and other systems.
• Respond to user requests and issues in a timely and professional manner.
• Maintain accurate records of work performed and solutions provided in a ticketing system.
• Conduct regular maintenance to ensure optimal performance of all desktop systems.
• Assist in the setup of new user workstations and associated equipment as needed.
• Educate users on best practices for system usage and cybersecurity awareness.
• Maintain inventory and asset management of IT equipment and software licenses.
• Participate in on-call rotation and after-hours support as necessary.

Requirements

• High school diploma or equivalent; degree in IT or related field preferred.
• At least 2 years of experience in a desktop support or technical support role.
• Strong knowledge of Windows, Mac OS, and popular software applications.
• Experience with hardware troubleshooting and basic network troubleshooting skills.
• Excellent problem-solving skills and attention to detail when resolving issues.
• Effective communication skills to provide clear instructions to non-technical users.
• Ability to manage multiple tasks simultaneously and prioritize effectively.