Desktop Support Technician

DEPARTMENT: Information Systems

ROLE PURPOSE: Provide entry-level technical support in the day-to-day operations of computers, workstations, laptops, printers and other related computing resources.

Provide software application support to end users via telephone or on-site, including pre-scheduled on call support. Perform routine technical support tasks such as re-installing software, upgrading memory, installing new hard drive.

REPORTS TO: Infrastructure Manager

KEY OUTCOMES & ACCOUNTABILITIES:

• Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware.

• Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network or application errors. Escalate to appropriate personnel as needed to achieve resolution.

• Provide technical support to internal staff; assist staff in making hardware, software and network changes; respond to questions about information regarding operating systems, network use and interoperability of systems.

• Maintain Help Desk logs and records.

• Setup new computers including connecting keyboard, mouse and monitor to PC, checking for proper operation and installation of software.

• Perform basic hardware fixes such as rebooting computers, checking for connection to outlets, replacing printer cartridges, etc.

• Create user accounts in accordance with the security procedures outlined by the Infrastructure Director.

• Create and maintain end user documentation.

• Provide good written and oral communication skills.

• Perform related duties as may be required. KEY TECHNOLOGY:

• Active Directory for user account provisioning and security groups.

• Service Now Incident and Request Management

• Microsoft Technology

• Windows Operating Systems

• Office 365

• Teams

• MFA

• System Center (SCCM)

• BitLocker

• Mac IOS

• Bomgar for remote support

• Remote Connectivity (VPN)

• Citrix Xenapp

• HP Desktop/Laptops

• HP Printers Certifications:

• CompTIA A+