What are the responsibilities and job description for the Desktop Technician position at Elevate?
Job Summary:
Desktop Support Technicians provide all tiers of technical support, including first response triage, incident tickets, problem tickets, and service requests. This role performs analytical, technical, and administrative work in the installation and maintenance of new and existing hardware and software. They confer with end users to determine the types of required hardware, software, and connectivity are needed.
Key Responsibilities:
- Provide technical support for all technology and devices used - including but not limited to – laptops (Mac/Windows), virtual machines, mobile devices, audio/video equipment, software, printers
- Manage and troubleshoot devices using Microsoft Endpoint Manager (InTune).
- Assist with the installation, configuration, and maintenance of hardware and software.
- Respond to user correspondence via phone, instant message, email or ticket submission in a timely manner
- Resolve technical issues or requests within the defined target timelines.
- Collaborate with other IT team members to ensure seamless support and service delivery.
- Maintain accurate records of support requests and resolutions.
- Provide training and support to end-users on various software and hardware as needed.
- Maintain team and end user documentation (ie Knowledge base, Self Service)
- Image PC desktops and laptops using an enterprise imaging solution.
- Work with vendors to troubleshoot problems with hardware and software.
Skills & Competencies:
- Proven experience as a Desktop Support Technician for multiple years.
- Strong knowledge of Microsoft operating systems and applications.
- Experience with Microsoft Endpoint Manager (InTune) for device management.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Comfortable and effective in a fast-paced environment, working across multiple projects simultaneously
- Shows a desire and ability to learn, use, and support new technologies
- Relevant certifications or education (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
Work Conditions and Schedule:
- Hybrid schedule with a combination of in-office and remote work.
- Frequent keyboard and mouse use is required.
- Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The position may spend up to 8 hours or more per day sitting.
- The position requires frequent movement throughout the facility.
- On-call support will be required for nights and weekends on a rotational basis.
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