What are the responsibilities and job description for the IT Desktop Support Technician position at PTS Advance?
Position : IT Desktop Support Technician
Location : El Dorado, AR, 71730
Duration : contract-to-hire
Job Summary :
Delivers in-person technical support to internal users for computer applications and hardware within the organization. Works closely with network services, systems engineering, and application development teams to diagnose and rectify issues. Typically handles and resolves problems escalated from the help desk support team.
Roles and Responsibilities :
- Serve as the primary point of contact for internal and remote office users seeking IT assistance, providing prompt and courteous customer service.
- Perform Tier 1 and 2 troubleshooting for hardware and software issues, demonstrating excellent communication skills to guide users through problem resolution.
- Efficiently process and prioritize work requests and escalations, ensuring timely resolution and user satisfaction.
- Deploy new equipment and install operating software, ensuring a seamless setup process for end-users.
- Provide technical support and troubleshooting for Windows workstations, Office 365, and basic network connectivity issues.
- Maintain an up-to-date inventory of all devices, ensuring accurate records of equipment.
- Keep comprehensive and current documentation on processes, procedures, and infrastructure for reference and knowledge sharing.
- Occasionally travel to other facilities for on-site support as needed.
- Collaborate effectively as a team member, fostering communication, cooperation, information sharing, and problem-solving.
- Assist in various areas as directed by the supervisor to support departmental goals.
- Maintain records of work performed to track and report on support activities.
- Be available to participate in an on-call scheduled rotation, providing night and weekend support coverage.
- Contribute to the development of processes to automate repetitive tasks within the team, enhancing efficiency.
- Act as a liaison with vendors and collaborate with other IT personnel for system or problem resolution.
- Possess knowledge of Cisco, Microsoft products, and familiarity with ServiceNow a plus.
