Desktop Technician Job Description
The Desktop Technician will provide day-to-day local desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues within a ticketing system. The candidate will also need to facilitate customer resolutions for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The Desktop Support Engineer provides break/fix, fault diagnosis, and resolution, offering fault analysis for core operating systems and platforms, and supporting desktop fault resolution for the approved application suite. Ideal candidates should have 2-3 years of experience in Windows Desktop support.
Responsibilities:
* Provide first/second level contact and problem resolution for customer issues.
* Work with third-party vendors to mediate complex AV issues as needed.
* Provide timely communication on issue status and resolution.
* Maintain ticket updates for all reported incidents.
* Install, upgrade, support, and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
* Have basic knowledge of Mac operating systems to support Apple PC users.
* Install, upgrade, support, and troubleshoot printers and computer hardware.
* Perform general preventative maintenance tasks on computers, laptops, and printers.
* Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals.
* Use diagnostic tools to troubleshoot network connectivity and workstation issues.
* Possess broad IT experience with a basic understanding of networks, servers, AV, smart devices, and telecom. Administer and troubleshoot network connectivity issues, including routers, switches, firewalls, and VPNs.
Requirements
* 2+ years of experience in a Desktop Support Technician role or related IT field.
* Excellent verbal and written communication skills, capable of conveying technical information to non-technical users.
* Experience with mobile device management, including iOS and Android, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
* Proven analytical, troubleshooting, and problem-solving skills.
* Ability to multi-task, effectively prioritize, and meet SLAs.
* Strong relationship-building and internal customer service skills.
* Adaptability and flexibility in a fast-changing environment.
* Willingness to work off-hours and weekends when required for projects or emergency support.
* Advanced knowledge of Active Directory, Exchange, and Outlook.
Salary and Perks
The salary for a Desktop Support Technician is competitive and commensurate with experience. Specific details will be provided during the interview process.
Our Hiring Process
* A 30-minute call with a passionate recruiter to discuss your career plans and answer questions.
* A 45-minute technical interview with our experts to assess your skills and compatibility.
* Your CV and impressions are forwarded to our clients for final review.
* Possibility of an end-client interview.
* Our process typically lasts 10 working days, with offers usually made within 48 hours.
Selected candidates will receive support from their direct managers, ensuring a collaborative work environment without micromanagement.
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