Desktop Support Technician

TEKsystems•Bristol, IN

4d•$20 - $27•Onsite

About The Position

• Assists the Level 3 with installs and repairs on: o Standalone and networked printers (Windows environment) o Video conferencing equipment o Other peripherals as assigned • Responds to and investigates customer inquiries, concerns, and issues via phone, ticket, and e-mail in a timely and courteous manner • Advanced troubleshooting of hardware and software issues related to desktop/laptop devices on Windows 7/10 systems either in-person or remotely • Provide support for identified Level 3 issues where solutions have already been documented and have a Runbook/Knowledgebase • Escalates complex and advanced issues to Level 3 support, with full descriptions of problems and actions taken prior • Identify and suggest possible improvements on processes and procedures • Maintain working knowledge of products and/or services • Other tasks as assigned QUALIFICATIONS: • Associates degree (Bachelor’s degree a plus) • Four years related experience • CompTIA A+, CompTIA Net+, CompTIA Sec+, Cisco Academy, Microsoft 365 Certifications, or other IT related certifications • Proven customer service skills • Capable of comprehensive listening (understanding the message(s) that is being communicated) • Versatile, flexible, and a willingness to work within constantly changing priorities • Experience with performing basic tasks in Active Directory Environment and Exchange/Office 365 • Knowledge of : o Network structure, security, and function (Cisco/Meraki) o Network printer function and the ability to troubleshoot printing problems o Common office automation applications (e.g., Microsoft Office, including Outlook, etc.) o VoIP phone functions and the ability to troubleshoot problems o Cell phones, smart phones, and tablets o Installing/reinstalling operating systems (Windows 7/10) and applications • Able to: o Effectively prioritize and execute tasks in a high-pressure environment o Train users of all levels to be proficient using computer-based applications Additional Skills & Qualifications • Strengths o Communication skills, verbal and written o Attention to details o Interpersonal skills o Organizational, problem-solving, and analytical skills

Requirements

Associates degree (Bachelor’s degree a plus)
Four years related experience
CompTIA A+, CompTIA Net+, CompTIA Sec+, Cisco Academy, Microsoft 365 Certifications, or other IT related certifications
Proven customer service skills
Capable of comprehensive listening (understanding the message(s) that is being communicated)
Versatile, flexible, and a willingness to work within constantly changing priorities
Experience with performing basic tasks in Active Directory Environment and Exchange/Office 365
Knowledge of network structure, security, and function (Cisco/Meraki)
Knowledge of network printer function and the ability to troubleshoot printing problems
Knowledge of common office automation applications (e.g., Microsoft Office, including Outlook, etc.)
Knowledge of VoIP phone functions and the ability to troubleshoot problems
Knowledge of cell phones, smart phones, and tablets
Knowledge of installing/reinstalling operating systems (Windows 7/10) and applications
Able to effectively prioritize and execute tasks in a high-pressure environment
Able to train users of all levels to be proficient using computer-based applications
Communication skills, verbal and written
Attention to details
Interpersonal skills
Organizational, problem-solving, and analytical skills

Responsibilities

Assists the Level 3 with installs and repairs on standalone and networked printers (Windows environment), video conferencing equipment, and other peripherals as assigned
Responds to and investigates customer inquiries, concerns, and issues via phone, ticket, and e-mail in a timely and courteous manner
Advanced troubleshooting of hardware and software issues related to desktop/laptop devices on Windows 7/10 systems either in-person or remotely
Provide support for identified Level 3 issues where solutions have already been documented and have a Runbook/Knowledgebase
Escalates complex and advanced issues to Level 3 support, with full descriptions of problems and actions taken prior
Identify and suggest possible improvements on processes and procedures
Maintain working knowledge of products and/or services
Other tasks as assigned