Desktop Support Technician

1 month ago

Dallas, United States VC5 Consulting Full time

Desktop Support


Position Summary:

In this role, the Desktop Support Technician will be responsible for first-level problem determination, problem/incident recording, and problem escalation for supported products and services. These products and services include networks, client/server systems, PC and Mac desktops, desktop application software, peripheral devices, and others.


Responsibilities:

  • Resolve computer support problems reported to Help Desk
  • Provide first-level contact and problem resolution for all users with hardware, software, and applications problems
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Use troubleshooting skills
  • Courteously obtain and convey concise problem information for external and internal service personnel
  • Provide accurate and timely logging of problems and resolution for problems
  • Escalate problems as appropriate following HD procedures
  • Act as a liaison between customers and internal support staff to ensure accurate problem interpretation. Maintain communications with customers during the problem-resolution process
  • Solve problems on Windows and Macintosh platforms with equal proficiency
  • Maintain in-depth knowledge of Microsoft-supported products and services
  • Review and update Help Desk documentation as assigned
  • Gather and input data for regular reports distributed by the Help Desk
  • Ensure physical equipment inventory is organized and managed as needed


Skills/Requirements

  • Demonstrated ability to communicate by phone or in person effectively
  • Demonstrated writing ability
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
  • Knowledge of information technology and products and services
  • Demonstrated analytical and troubleshooting skills
  • Demonstrated ability to work in a challenging environment
  • Shows initiative and acts independently to resolve problems
  • Knowledge of the following technologies: Microsoft Office 365, Microsoft Windows Server, Microsoft Active Directory, Microsoft SCCM, Microsoft Print Services, LAN/WAN Infrastructure, VMWare ESX/Veeam, and Data Backups
  • Knowledge in audio-visual support for Zoom, Microsoft Teams, and similar platforms.


#10424

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