Desktop Support Technician

Desktop Support

Minimum 3-5 years, prefer 4 Performs a variety of technical support duties to ensure proper and timely installation of new or relocated hardware, software, applications, and communications and provides end users with first level support covering a wide variety of questions on systems, software, hardware, peripherals, services, etc.

PRINCIPAL DUTIES
· Prepare and setup new workstations for onsite installation.

· Perform data transfers for PC replacements.


· Install and troubleshoot Customers' IT hardware and software.

· Provide regular ticket reviews and reporting to the Service Delivery Manager & Dispatcher.

· Escalate support tickets as needed.

· Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.

· Maintain high positive Customer and user satisfaction and relationships.

· Conduct thorough checking and self-checking of information and documentation.

· Assist in the training, mentoring and development of staff.

· Perform general office duties as required.

· Adopt continuous learning and improvement processes in all aspects of the position.

Routes more complex problems to second level support following procedures.

· Wipe, restore, overhaul, hard drives as needed.

· Perform scheduled or reactive onsite service calls.

· Provide reactive remote support services via support tickets.

· Advise and train Customers on how to use and troubleshoot technology.

· Analyze and solve various IT problems.