Desktop Support Technician

About the job
Responsibilities include, but are not limited to:

Configure, rollout, and ongoing usability of computers, peripheral equipment, and software within established standards and guidelines.
Troubleshoot hardware and software problems utilizing documentation, online assistance, and other staff members when necessary. 
Works with Service Desk, Network Infrastructure, and Server Support staff as appropriate to determine and resolve problems received from users.
Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software.
Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.
Take ownership of tickets assigned to ensure proper follow-up and follow-through on issues.
Updates Asset Management records as required.
Trains and orients staff on best practice use of hardware and software.
Recommends and/or performs upgrades and maintenance on systems to ensure longevity.
Follow and enforce IT policies and procedures.
Efficiently manage daily work queue.
Lifting and transporting computer equipment (i.e., desktops, laptops, and printers).
Assist on special projects.
 

Skills:

Hardware troubleshooting and repair
Strong Operating System troubleshooting knowledge
Microsoft Office Suite
Knowledge of Service Desk Software (ticketing system)
Knowledge of Conference Room AV equipment and SMART Boards
Strong Written and Verbal Communication

Education or Certification:

Bachelor’s degree in Computer Science or equivalent work experience