What are the responsibilities and job description for the Desktop Support Technician Level 1 position at ATD Technology LLC?
Desktop Support Technician Level 1
The Desktop Support Technician Level 1 position provides technical assistance to a large and varied end-user population on-site and remote. This role will be a liaison between clients and the technical support team to resolve issues.
Primary Responsibilities:
- Provide excellent customer service to all clients & staff.
- Handle Tier 1 log calls from clients' phone calls and email
- Skilled in desktop support handling in Windows and MAC environments.
- Microsoft SCCM Knowledge. i.e. Manage Patching in SCCM for Desktops, and troubleshoot problematic machines. Reinstall the SCCM agent and redeploy packages with Admin support.
- Technical knowledge of Desktop and Laptop hardware. Configuring and troubleshooting Office365 suite, Adobe, Zoom, and applications part of our standard image.
- Thorough understanding of OneDrive and file/folder permissions.
- Managing incident cases within ServiceNow.
- Update incidents using clear, concise language for both internal and staff-facing verbiage promptly.
- Follow up with end users & support groups on open incidents.
- Take ownership and responsibility of queries, issues, and problems assigned to the Service Desk team.
Desired Skills:
- Route tickets to the appropriate support group if necessary.
- Identifying and escalating high-priority, high-severity issues.
- Collaborate with staff or clients to understand specific system requirements.
- Analyze requirements and develop design concepts or changes.
- Document design specifications, installation instructions, and other system-related information.
- Verify stability, interoperability, portability, security, or scalability of system architecture.
- Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components.
Minimal Education:
- Associate degree
ATD Technology, LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties' financial and technical goals. ATD is a full service provider with offerings in Contract, Permanent and Temp-to-Perm staffing solutions. We serve Fortune 1000, mid cap and small cap companies in the Commercial, Public and Government sectors.
Salary : $22 - $28
