What are the responsibilities and job description for the Desktop Support position at MARS IT?
Job Details
Summary:
- This position reports directly to the IIT User Support Services Manager and will be working as part a multi-department user support services team.
- The Desktop Computer consultant will be responsible for routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
- Has 10 or more years of experience in desktop support.
- Familiar with a variety of the concepts, practices, and procedures.
- Relies on extensive experience and judgment to plan and accomplish goals.
- Independently performs a variety of tasks.
- May lead and direct the work of others.
- A wide degree of creativity and latitude is expected.
Job Responsibilities
- Completes installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
- Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems for various products and services under general supervision
- Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership.
Top Required Skills & Years of Experience:
At least 10 years' experience in the following:
- Knowledge of computer software, operating systems, hardware and networking is required
- Experience with Microsoft Active Directory is required.
- Hardware and software troubleshooting skills are required
- Experienced in providing professional and courteous customer service is required
Nice to Have Skills:
- Three or more years relevant work experience with Windows 10/11 is preferred.
- Two or more years relevant work experience with OSX is preferred.
- Experience and knowledge of computer security is preferred.
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