JOB SUMMARY

We are seeking a skilled and dedicated Desktop Support Technician to join our IT team. The ideal candidate will provide support to internal customers for their computing needs, including computer systems, hardware, and software. This role serves as the first point of contact for users when they have questions or experience an issue related to their computer or mobile phone. A successful Desktop Support Specialist will provide timely, knowledgeable, friendly responses to all end user needs.

ACCOUNTABILITIES

• Ensure PCs/ Laptops and other equipment function properly. Take measures to avoid downtime and monitor to keep things running smoothly.
• Maintain IT Helpdesk email and ticket system. Own tickets through resolution, even when escalated to others.
• Maintain documentation of inventory, support, and operating procedures.
• Protect confidentiality and maintain security.
• Provide End-User training on all aspects of the equipment they use.
• Maintain PC life cycles for hardware based on current processes

EDUCATION AND EXPERIENCE

• Associate or bachelor’s degree in computer science or related field and/or a combination of experience/ education.
• Proven experience as a help desk technician and/or other IT support role.
• Proven experience and working knowledge of PC hardware, software packages, basic TCP/IP, basic LAN topology, installing and troubleshooting PC equipment, Windows 11.

MINIMUM SKILLS

• Working knowledge of Microsoft Windows operating systems, computer hardware, Microsoft Exchange, Microsoft Active Directory, Microsoft Office, O365, Azure, Cloud Services & VPN.
• Working knowledge of creating and deploying software packages to remote devices, exposure to MDM technologies a plus
• Tech savvy with working knowledge of desktop, server, and laptop systems and remote control
• Ability to resolve general application problems and questions on function and usage of products
• Proven troubleshooting skills with strong sense of urgency relative to the end user
• Effective time management, organizational, and multi-tasking skills
• Effective oral/written communication skills and interpersonal skills
• Self-motivated and self-directed with an ability to learn/adapt to new programs and processes

• Provide support for all Pay Tel desktop computers, laptops, mobile devices and end-user applications. Provision and set up new, replacement and upgrade hardware and software for end users. Perform in-person and remote troubleshooting using effective diagnostic techniques and asking pertinent questions.
• Perform installation, maintenance, troubleshooting, and evaluation of Computer, Network, Servers and software as required.
• Perform daily network administration tasks such as creating user accounts, maintaining security groups, managing security and monitoring applications.
• Maintain documentation regarding computer configurations, operating procedures and troubleshooting/ resolving common issues.
• Operate a ticket tracking and inventory system to resolve issues and maintain computer inventory and software packages.
• Work with all departments to resolve issues and assist users with general application questions and needs. Escalate issues as appropriate. Retain ownership of follow-up and follow-through until resolution occurs.