What are the responsibilities and job description for the Desktop Support Technician position at Jobleads-US?
Desktop Support Technician – Entry Level 1 (Windows & MAC)
We are seeking an Entry-Level Desktop Support Technician to join our team. We will provide the right candidate with hands-on education and training to enable them to perform the responsibilities described below.
The ideal candidate will be a self-starter, focused on positive outcomes for the customer. They will be inquisitive by nature, able to view situations from multiple angles, and naturally take the lead to resolve problems when they arise. The candidate will also be confident in themselves to suggest improvements when they observe deficiencies.
Key Responsibilities:
- Monitoring computer hardware performance and diagnosing system issues
- Installing new hardware in computers, including adding/replacing computer memory (RAM), installing disk drives
- Replacing worn or defective parts and cleaning computer hardware according to manufacturers' specifications
- Performing equipment testing following repairs
- Setting up new configurations for computers, including OS image deployment
- Installing, configuring, and upgrading software applications, including rollout projects
- Troubleshooting and resolving software application and OS-related problems
- Using IT Service Management tools and systems to track and route cases (problem and request tickets), including standards for updating and changing case standards
- Identifying, prioritizing, and escalating situations requiring urgent attention
- Performing system health checks and mitigation to meet software and security standards, including encryption, patching, and backup
The core client hardware and software environment to be supported includes Lenovo Thinkpad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crashplan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper.
Knowledge and Skill Requirements:
This is an entry-level position ideally suited to a recent graduate with up to 1 year of experience with 1 or more of the following:
- Technical skills in installation and troubleshooting of relevant software and hardware
- Knowledge and experience providing customer services, preferably in an IT service environment
- Using any case management/support ticketing and knowledge-based systems
- Experience supporting Office 365
- A certification
- Positive attitude and collaborative approach in working within a team environment
- Strong oral and written communication skills
- Ability to learn and adapt quickly to changes
- Critical thinking and analytical capabilities in troubleshooting and problem-solving
- Planning, organizing, and prioritizing skills
- Ability to be flexible and handle stressful situations at times
