What are the responsibilities and job description for the Desktop Support Technician position at Elite Source Partners?

Job Description

Job Title : Desktop Support Technician

Department : Information Technology / Security

US BASED, NO SPONSORSHIP

Downtown NASHVILLE BASED!

HYBRID WORK SCHEDULE - 3 DAYS ONSITE, 2 DAYS REMOTE.

About the Role :

We are looking to hire an additional Help Desk Support agent to investigate and resolve software and hardware problems of computer users by performing the following duties.

Job Responsibilities

Evaluate and prioritize requests for assistance from users experiencing issues or requesting issues with hardware, software, networking, and other computer-related technologies.
Interview users to gather information about issues and guide them through diagnostic procedures to identify the source of errors.
Install, upgrade, support, troubleshoot, and perform maintenance on computer hardware, printers, smartphones, and any other authorized peripheral equipment.
Log and track support requests using a trouble ticketing system.
Diagnose and resolve software, hardware, and network issues.
Ensure desktop and laptop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, conference meeting platforms, application servers, and administrative systems.
Identify and report system issues to vendors, then monitor and test fixes to ensure problems have been adequately resolved.
Communicate technical issues and solutions to the relevant staff members or clients in clear and easy-to-understand language.
Set up workstations and peripherals for new and existing users.
Train users on software and hardware in virtual and in-person environments.
Manage the onboarding and offboarding of user accounts and associated devices.
Work with management teams to find solutions to IT requests.

E ducation / Experience :

Bachelor's degree (B.S.) or equivalent from four-year college or technical school; or two years related experience and / or training; or equivalent combination of education and experience.

Expert knowledge of Microsoft and Apple operating systems, Office 365 software, basic network topology, Entra ID, and Active Directory.

Working knowledge of Apple IOS and Android Operating Systems is required.

Excellent communication skills, with the ability to explain technical information to non-technical users.

Experience working with CRM software (Salesforce preferred).

You will need to be able to complete all physical requirements of the job with or without a reasonable accommodation, including :

Ability to move around the office to access storage cabinets, meeting rooms, printer / copier rooms, and user desks and offices. This includes walking, bending, and reaching as necessary. Additionally, have the ability to remain in a stationary position for approximately 50% of the workday.

Communicate effectively with customers through multiple forms of technology, virtually or in person.

Required to retrieve or reposition computer hardware weighing up to 50 pounds.

The Employer retains the right to change or assign other duties to this position.

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