Desktop Support Technician
About The Position
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide. Coordinates with Client End User on expectations and availability to conduct Managed Client Services. Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations. Identifies potential issues that could adversely impact End User experience and follows through on action steps. Strives to meet all Client SLAs & Customer Satisfaction Goals. Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site. Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles. Basic installation and maintenance of technical products. Follows predefined procedures and tasks in everyday activities. Work is regularly reviewed by a more senior level technical specialist. Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals. Installs, maintains and optimizes desktop /notebook configurations at customer sites. Diagnoses and resolves product performance problems. Performs maintenance and repair services. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Instructs customers in the operation and maintenance of the system.
Requirements
- 3+ years desktop/technical support experience
- A+ Certification
- Must have a proven customer service background
- Knowledgeable of Windows Operating System environment
- Must be able to comprehend and follow verbal and written technical instructions and scripts
- Good verbal and written communication skills
- Physically able to lift and move Enterprise and Client technology hardware in our customer environments
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Basic customer interaction skills
- Strong troubleshooting skills
Responsibilities
- Execute service delivery (IMAC, Break Fix, Desk Side Support)
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
- Identifies potential issues that could adversely impact End User experience and follows through on action steps
- Strives to meet all Client SLAs & Customer Satisfaction Goals
- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
- Basic installation and maintenance of technical products
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
- Installs, maintains and optimizes desktop /notebook configurations at customer sites
- Diagnoses and resolves product performance problems
- Performs maintenance and repair services
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
- Instructs customers in the operation and maintenance of the system
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
