Desktop Support Technician

TEKsystems•Westerville, OH

9d•$20 - $22•Onsite

About The Position

An IS Desktop Support technician serves as tier II support for all technology related issues. They provide world class service through their interactions with our users and technical competencies. During each interaction, they gather information needed from users to assist in timely resolution. They are empathetic, polite, and listen to our users in order to fully understand the issues and then respond appropriately in accordance to our practices and procedures. Principal Duties and Responsibilities: • Serve as tier II support of contact for IS-related issues by responding to requests or incidents (break/fix, refresh, deployment related tasks) • Gather needed information from users that will assist in the timely resolution of requests. • Identify situations requiring urgent attention, to better prioritize and route to appropriate area. • Provide accurate and timely logging and resolution of issues in the Service Management system. • Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner. • Responsible for continuous improvement. • Performs other duties as assigned.

Requirements

Technical aptitude and a working knowledge of fundamental operations of Windows, PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, and scanners.
Clear, confident, and calming voice tone when interacting with users.
Maintain a questioning attitude until user’s issues are understood.
Ability to think and act quickly.
Detail oriented and thorough follow up.
Expertise in conflict resolution and emotional intelligence.
Ability to manage relationships, conflict, and communication with a high-level of proficiency.
Exceptional interpersonal, presentation, verbal, and written communication skills required to interact effectively with all levels of the organization and external contacts.
Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
Present a professional and polished appearance.
One on One and small group teaching skills.
Exceptional problem solving and technical skills.
Time management skills.
Have a polite, friendly, and empathetic presence both virtually and in person.
Manages Customer Support Analyst workload by responding to user’s questions, incidents, and requests in accordance to IS Support Center standards.
Provides accurate and timely logging of incidents and resolution for incidents in the Service Management system.
Gather needed information from users that will assist in the timely resolution of requests.
Identify situations requiring urgent attention, prioritize and route to appropriate analyst or area for resolution
Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship.
Maintains high availability by routing issues to the appropriate area for troubleshooting and resolution.

Responsibilities

Serve as tier II support of contact for IS-related issues by responding to requests or incidents (break/fix, refresh, deployment related tasks)
Gather needed information from users that will assist in the timely resolution of requests.
Identify situations requiring urgent attention, to better prioritize and route to appropriate area.
Provide accurate and timely logging and resolution of issues in the Service Management system.
Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner.
Responsible for continuous improvement.
Performs other duties as assigned.