What are the responsibilities and job description for the Desktop Support position at Amer Technology, Inc?
Job Details
Job Summary
Under general supervision, is responsible for performing technical software and hardware support and informal training on hardware and software use in response to customer requests. Follows established procedures for performing configuration changes, updates and upgrades and assists in the deployment of new images, software/hardware upgrades and fixes. Exercises no supervision.
Essential Job Functions
- Installation of desktops, laptops, iPads and peripherals.
- Responds to Tier II support requests via multiple sources such a phone, email, Microsoft Teams. Interacts with customers in a courteous and professional manner.
- Follows established procedures for performing configuration changes, updates, and upgrades. Assists in the deployment of new computers as it relates to PC replacement program, software/hardware upgrades and fixes.
- Problem Resolution Communications: Documents incident/problem status and resolution in tracking log. Alerts team members about recurring problems. Documents solutions to common problems and responses to frequently asked questions. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. May provide on-the-spot training to customers. Identifies recurring problems and notifies team members.
- Troubleshoots problems, evaluating multiple options to resolve customer problems using checklists and scripts as guides. Research trouble issues at the direction of others. Documents problem status and resolution. Escalates when necessary.
- Performs related duties and fulfills responsibilities as required.
Job Requirements, Knowledge, Skills, and Abilities
- Strong Customer Service/Communication Skills.
- Technical working knowledge of Windows 10 and Office 365.
- Office 365 experience should include:
- One Drive
- MS Teams and SharePoint
- MS Office Pro Plus (Word, Excel, PowerPoint, Outlook, and Access)
- How to use collaboration within Word, Excel, and PowerPoint
- Working knowledge of Dell/Apple hardware to include desktops/laptops with docks supporting single and multiple display configurations and iPads.
- Ability to communicate clearly and effectively both verbally and in writing.
- Working knowledge of Audio/Visual equipment (projectors, etc.) and technology to support department meetings utilizing WebEx and Zoom conferencing software.
- Ability to work in a team and educational environment.
- Ability to travel between centers and partnership schools.
- Flexible hours (usually set hours but in some instances can stay until a job is complete)
- Support during weekends (as needed for events or emergencies)
- Provide professional and courteous support for executive level staff, department employees, and program partners and guests.
- Perform diagnostics, repair, and/or replace damaged hardware.
- Identify and implement innovation in technology support to mitigate existing or potential problems.
- Provide assistance with IT asset management and inventory.
- Maintain records/logs of repairs and fixes.
- Maintain software and applications inventory.
- Input, monitor, troubleshoot, track, and resolve Help Desk Support tickets to conclusion.
- Remotely troubleshoot issues for offsite users
- Create/maintain technology support procedures, information, and processes specific to the department (help with turnover or training of staff)
- Provide basic troubleshooting for network connectivity issues related to all department IT assets to include desktop phones, credit card machines, temperature scanners etc.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
