Rotational Desktop Support Technician
Overall Responsibility:
The position will serve as a Floating Technician for PC/Mac/Smart Device and Peripheral support and maintenance of service events within the organization’s desktop computing environment. This position will require travel to multiple clients’ sites.
Key Tasks and Responsibilities:
- Receive escalated tickets to support and maintain Microsoft, Apple, Mobile/Smart Devices, and peripherals within the organization’s desktop computing environment.
- Install, diagnose, repair, maintain and upgrade all PC/Mac hardware and software to ensure optimal workstation performance.
- Troubleshoot problem areas (in person, by phone or via email) in a timely and accurate fashion and provide end user assistance where required.
- Provide advanced desktop and printer support to all end users.
Key Outcomes of the Position:
- Provide high quality support to each end user by assisting them with managing and resolving IT related support needs, to minimize delays related to technical issues across the organization
Skills and Attributes Required:
- Professional demeanor
- Ability to manage confidential and proprietary company information
- Strong customer-service orientation
- Experience working in a team-oriented, collaborative environment
- Strong ability to identify and manage service issues
- Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user
- Must be a quick learner
- Must possess excellent interpersonal (soft) skills
- Excellent phone skills required for end user phone support
- Can communicate effectively at all levels with the focus on the end user community
- Proficient in Desktop/ Laptop hardware repair
- Ability to travel locally as needed
Experience and Educational Requirement:
- College diploma or university degree in the field of computer technology and/or years of equivalent work experience (4 – 6 years’ experience in a tech support-customer support environment).
- Certifications: A+, MCTS, MCDST preferred
- Specific manufacturer certifications preferred: Lenovo, Dell, Apple, HP
- Support knowledge of Microsoft applications and services including Azure and Intune
- Possess warranty certifications on desktop, laptop and printer devices used in business environments.
- Reliable transportation and a driver’s license in good standing is required throughout the length of employment.
Physical Requirements:
The physical requirements of this job include frequent sitting with regular stooping/crouching walking, standing, pushing/pulling, carrying, lifting up to 40lbs., grasping, reaching, and clarity of vision. The mental requirements of the job include general intelligence, motor coordination skills, coordination of the hands, eyes and feet, verbal intelligence and number intelligence. The workplace environmental conditions are typically that of a temperature controlled and clean office setting. Regular driving to other office or customer locations may be required.
Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed at our client offices for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately.
*This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties as request by their Supervisor.
