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Desktop Support Technician

3 months ago

Atlanta, United States Novalink Solutions LLC Full time
Job DescriptionJob Description

Job Title: IT Desktop Support Technician

Job Summary
As an IT Desktop Support Technician, you will be responsible for providing technical support to end-users regarding hardware, software, and network-related issues. You will troubleshoot and resolve desktop-related incidents and requests, ensuring efficient operation and user satisfaction. The ideal candidate is proactive, service-oriented, and capable of working independently and as part of a team in a fast-paced environment.

Responsibilities

  • Respond to technical support requests via phone, email, and in-person, providing timely
    and effective solutions to users.
  • Install, configure, and maintain desktop computers, laptops, printers, and other peripheral
    devices.
  • Troubleshoot hardware and software issues, including operating systems, application
    software, and network connectivity problems.
  • Perform regular system updates, patches, and maintenance to ensure optimal system
    performance and security.
  • Assist users with account setup, password resets, and software installations.
  • Document and track support requests and resolutions using a ticketing system.
  • Collaborate with other IT team members to escalate complex issues and ensure seamless service delivery.
  • Provide training and support to users on software applications, hardware usage, and best practices for security.
  • Participate in IT projects as needed, such as system upgrades, migrations, and new
    technology implementation.
  • Maintain inventory of IT equipment and supplies and assist with asset management team.
  • Stay informed about the latest technology trends and best practices in End User support.
  • Assist colleagues in the team with mentoring and training.

Qualifications

Education and Experience:

  • At least an Associate's Degree in Computer Science, Information Technology, or a related
    field preferred.
  • 3-5 years of experience in desktop support or technical support roles.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop
    Administrator Associate) are a plus.

Technical Skills:

  • Proficient in Windows 10 and 11 and macOS operating systems.
  • Experience with Microsoft Office 365 Suite and common software applications such as
    Adobe Pro, Adobe CC, DocuSign, etc.
  • Familiarity with Active Directory, network troubleshooting, and security protocols.
  • Knowledge of hardware components and troubleshooting techniques.
  • Good troubleshooting skills of both Standalone and networked printers.
  • Good troubleshooting skills of network connectivity issue.

Soft Skills:

  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work effectively both independently and as part of a team.
  • Exceptional customer service skills and a positive attitude.
  • The ability to manage multiple urgent issues in parallel.

Preferred Skills:

  • Experience with remote desktop support tools such as ConnectWise.
  • Experience with windows imaging such Microsoft Intune image deployment.
  • Understanding of ITIL service management principles.

Working Conditions:

  • May require occasional after-hours support or On-Call duties.
  • Ability to lift and move computer equipment (typically up to 50 lbs.) as needed.


Requirements
Type

Category

Qualification

Description

Competency

Required

Skills

Operating Systems

Mac OS

Novice (1-3 Years)

No

Skills

Operating Systems

Windows 10

Proficient in Windows 10 and 11

Novice (1-3 Years)

No

Education

Others

Associate's Degree

Associate's Degree in Computer Science, Information Technology, or a related field preferred.

Novice (1-3 Years)

Yes

Certifications

Others

Relevant Certifications

Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Novice (1-3 Years)

No

Skills

Others

Desktop Support

Experience in desktop support or technical support roles.

Proficient (4-6 Years)

No

Skills

Others

DocuSign

Experience with DocuSign

Novice (1-3 Years)

No

Skills

Others

Adobe Acrobat

Experience with Adobe Pro and Adobe CC

Novice (1-3 Years)

No

Skills

Security

Active Directory

Novice (1-3 Years)

No

Skills

Tools

MicrosoftOffice

Experience with Microsoft Office 365 Suite

Novice (1-3 Years)

No