Desktop Support Technician

Mannington Mills•Calhoun, GA

About The Position

Desktop Support Technician responsibilities include: Addressing user tickets regarding hardware, software and networking Walking customers through installing applications and computer peripherals Asking targeted questions to diagnose problems Job brief Desktop Support Engineer provides technical assistance to our clients. Will help install, upgrade and troubleshoot hardware and software systems. Job requires a high level of IT client knowledge and an ability to deal with a variety of customer personalities. Good problem-solving attitude along with the ability to give clear technical instructions to non-technical personnel. High degree of remote troubleshooting techniques and problem solving are required. Willingness to learn new technologies and techniques with a proactive attitude is critical to job success.

Requirements

5- 10 years proven work experience as a Desktop Support Technician, Technical Support Technician or similar role troubleshooting PCs telecom equipment and IT peripherals
Hands-on experience with troubleshooting Windows OS environments
Hands-on Office 365 service experience
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus technologies
Ability to perform remote troubleshooting and ability to provide clear instructions
Excellent problem-solving and multitasking skills
Customer-oriented attitude and always conducts self with highest level of professionalism
Good communications skills both written and oral
Team oriented
SCCM experience
BSc in Computer Science or relevant field experience
Physical requirements: Walking, bending and lifting up to 80 pounds

Nice To Haves

MAC OS environment experience a plus
MFG business acumen a plus

Responsibilities

Day to day deskside support incident ticket management.
Address user tickets regarding client hardware, software, networking connectivity and telephony
Client Install and support full complement of MS products: Office 365, Windows OS, Azure, etc.
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Ticket ownership to closure
Value add desktop alterations to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel when appropriate
Performs minor administration on backend servers, including virus updates, backup scheduling and SW fixes
Follow up with clients to ensure their systems are functional prior to ticket close
Report customer feedback and potential satisfaction concerns
Help create technical documentation and manuals