Desktop Support Tech

SMC CORPORATION•Noblesville, IN

46d

About The Position

A Desktop Support Technician (DST) role is the initial point of contact for the SMC end user, the face of the IT department. The DST role is primarily involved with IT incident management. They are responsible for monitoring our support desk phone queue and ticketing system. The DST will resolve issues as they are reported and work proactively to minimize downtime. The Desktop Support Technician will also assist with installing, configuring, and maintaining software, hardware, and peripheral equipment as time permits.

Requirements

High school diploma or equivalent. Associate degree or greater preferred
Highly self-motivated and directed with an attention to detail and a strong customer service orientation
Excellent interpersonal communication skills

Nice To Haves

Basic understanding of ITSM Principles or ITIL4 Foundations certification is preferred
Previous troubleshooting and issue resolution skills is a plus
A+ and / or MCSA Certification preferred

Responsibilities

Provide customer support and troubleshooting of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices
Ensures that end-user environments are effectively maintained and supported
Provides remote support (users exist in multiple geographic locations throughout North America)
Works with team members to monitor the incoming call queue and the ticketing system
Document all customer contacts
Work efficiently to resolve incidents, identify, and escalate the problem and consistently maintain departmental SLAs within acceptable levels
Assist with the deployment of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices
All other duties as assigned

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