Desktop Support Technician

TEKsystems•Ann Arbor, MI

2d•$22 - $22•Onsite

About The Position

Under general supervision, provides field support to end-users for PCs, hardware, software and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties. Recommends system modifications and process improvements to reduce user problems and increase user productivity. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Help Desk Support Service Specialist or Field Services Manager. This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position. Answer all calls promptly and within a specific time line to ensure a high level of service availability to the customer. Provide Level I (phone) and Level II (field) support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support. Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices. Understand and maintain a working knowledge of Windows based software applications. Participate in 24 hour on call and Tech On-Call pager coverage. Respond to pages. Exhibit strong customer service. Document installation instructions and troubleshooting steps.

Requirements

A+ Certification and demonstrated skill set, or 4 years experience in IT Field service role
Knowledge of Operating Systems software required.
Demonstrated oral and written communication skills, problem-identification and problem-solving skills.
Strong customer service skills.
Positive, cooperative, motivated attitude.
Desktop
Deployment
Windows 10
Active directory
Technical support
Imaging
Office 365

Responsibilities

Provide field support to end-users for PCs, hardware, software and peripheral devices.
Handle problems that the Level I (phone) support is unable to resolve.
Interact with network services, desktop services and applications teams to correct problems and identify issues.
Simulate or recreate user problems to resolve operating difficulties.
Recommend system modifications and process improvements to reduce user problems and increase user productivity.
Maintain currency and high level of technical skill in field of expertise.
Escalate more complex problems to Help Desk Support Service Specialist or Field Services Manager.
Answer all calls promptly and within a specific time line to ensure a high level of service availability to the customer.
Provide Level I (phone) and Level II (field) support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support.
Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.
Understand and maintain a working knowledge of Windows based software applications.
Participate in 24 hour on call and Tech On-Call pager coverage.
Respond to pages.
Exhibit strong customer service.
Document installation instructions and troubleshooting steps.