Desktop Support Technician

Job Summary:

A Desktop Support Technician will act as first contact of customer service for end users needing technical assistance with various computer hardware and software applications. The Desktop Support Technician will communicate with end users via phone, chat, and email. The Desktop Support Technician will perform Level 1 & 2 basic IT support and troubleshooting on infrastructure and application issues. They will also be responsible for general hardware troubleshooting including laptop/desktop computers, mouse and keyboard sets, monitors, and network printer’s connectivity issues. Troubleshooting with Microsoft Office Suite of applications (such as Outlook, Excel, etc.) and Office 365, imaging PCs, helping with password resets are some of the tasks that the Desktop Support Technician will perform to provide excellent customer service while pleasantly communicating with end users. They must maintain accurate records documenting issues and resolutions, while following standard support procedures. Other duties may be assigned as needed.

Duties/Responsibilities:

• Desktop hardware and software application support Levels 1 and/or 2.

• Reset passwords, troubleshoot browser issues, and imaging computers.

• Troubleshoot PCs (both laptop and desktop), tablets and other wireless devices including iPhone, iPad, Android devices, netbooks, etc.

• Troubleshoot general office equipment such as telephone, copy/fax machines, and printers.

• Assist end users by answering questions and providing support in a courteous and timely manner.

Required Skills/Abilities:

• Excellent verbal and written (email) communication skills.

• Customer service oriented.

• Ability to coordinate with end users, analyze, observe, and make correct decisions to accurately resolve their issue.

• Consistent work schedule but also have flexibility as needed (work weekends as needed)

• Excellent organizational skills and attention to detail.

• Must be able to produce and maintain accurate records of tasks performed while troubleshooting.

• Excellent time management skills with a proven ability to meet deadlines.

• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• Associate's degree or equivalent certifications from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Computer Skills:

• To perform this job successfully, an individual should have knowledge of computer software, operating systems, hardware, and networking; software as a service protocols, video conferencing, and internet (web-based) services.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• iOS: 1 year (Required)
• Windows: 1 year (Required)
• Desktop support: 1 year (Required)

Ability to Commute:

• Bessemer, AL 35020 (Required)

Ability to Relocate:

• Bessemer, AL 35020: Relocate before starting work (Required)

Work Location: In person