Desktop Support Technician

Job Overview

The primary responsibility of the Desktop Support Technician will be end-user support, including procurement, configuration, installation and system replacement cycles.  The Desktop Support Technician will also be responsible for troubleshooting issues/errors for all desktop PC software applications and peripherals.  Will also serve as a backup to Service Desk personnel as needed.

Responsibilities

Desktop PC's

• Procurement, Configuration, Installation
• Independently adhere to established replacement cycles

System maintenance

• Troubleshooting of hardware issues/errors
• Monthly patch management
• Documentation of all related processes
• Manage associated vendor relationships
• Process associated invoices and budget accordingly for anticipated expenses

Desktop PC Software Applications

• Procurement, Installation, Configuration
• Independently adhere to established upgrade cycles
• System maintenance
• Troubleshooting of software issues/errors
• Documentation of all related processes
• Manage associated vendor relationships
• Process associated invoices and budget accordingly for anticipated expenses

Service Desk Tickets

• 1st level of escalation for all infrastructure tickets
• Escalation of issues to the administrators/engineers as required
• Apply problem-solving skills and advanced understanding of hardware and software to resolve Service Desk tickets.
• Identify trends and follow problem management procedures to isolate root causes in order to prevent repeat issues.
• Document root cause analysis findings for all Severity 1 tickets
• Demonstrate superior customer service, ensuring that all SLAs are met
• Documentation of all processes followed and steps taken during issue resolution
• Back-up to service desk personnel as needed

Peripherals (printers, signature pads, scanners, etc.)

• Procurement, Configuration, Installation
• Independently adhere to established replacement cycles
• System maintenance
• Troubleshooting of issues/errors
• Documentation of all related processes
• Manage associated vendor relationships

• Process associated invoices and budget accordingly for anticipated expenses

Qualifications 

Work Experience

• 5 years of previous experience with personal computers, information systems or related computer business experience required.
• 3-5 years of previous experience with personal computers, information systems or related computer business experience required.
• Working knowledge of Windows 10 and Windows 11 architectures and protocols.
• Advanced knowledge and understanding of PC hardware, software and common desktop systems.
• Proficient at performing, break/fix hardware repairs, installations, configurations and upgrades.
• Experience installing and troubleshooting software for the above platforms.
• Experience configuring, installing and maintaining peripherals and their associated software and hardware.
• Citrix VDI experience preferred.
• Mac support experience highly preferred.

Education

• High School Diploma required. 
• MCP certification required.
• A certification required.
• Network certification required
• Associates degree or higher preferred or equivalent work and education related experience
• Server and Security certifications preferred
• MCSA/MCSE/MCTS certification preferred
• Performance Measurements
• Performance is based on the Citadel corporate scorecard as well as departmental and individual goals.