Service Desk Technician -PC Hardware Specialist

Position Summary: Under general supervision, Service Desk Technicians assist computer users with hardware and software questions. Service Desk Technicians field telephone calls and e-mail messages from customers seeking guidance on technical problems. In responding to these requests for guidance, Service Desk Technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. The PC Hardware Specialist is primarily responsible for configuring, inventorying, and shipping end-user desktops and laptops.

Essential Duties and Responsibilities:

• Occasionally Travel to remote offices without on-site IT personnel when required

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Log equipment into inventory management system

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

• Recover equipment from users leaving the company or broken equipment being replaced

• Answer user inquiries regarding computer software or hardware operation to resolve problems via phone and e-mail

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Diagnose and resolve technical hardware and software issues

• Research questions using available information resources

• Advise user on appropriate action

• Follow standard help desk procedures

• Escalate issue to the appropriate sources as needed

• Identify and escalate situations requiring urgent attention

• Track and route problems and requests and document resolutions

• Inform management of recurring problems

• Stay current with system information, changes and updates.

Qualifications Required:

• Associate or Bachelors degree in Computer Sciences or related field preferred but not required

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• Knowledge of relevant call tracking applications

• Excellent customer service practices

• Related experience and training in troubleshooting and providing help desk support

• Knowledge of personal computer software and hardware, particularly Microsoft Outlook and Office product suite. Also, some knowledge of common personal computer peripherals or hand held devices (printers, scanners, fax machines, iDevices)

• Broad knowledge of Microsoft Windows 10

• Ability to relay technical information to non-technical users

• Good verbal and written communication skills

Other Qualifications:

Certifications in Help Desk or specific office software products are a plus