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IT Support Specialist
2 months ago
Job Title:
IT Desktop Support Technician
Position Overview
The IT Desktop Support Technician plays a crucial role in delivering technical assistance to end-users concerning hardware, software, and network-related challenges.
This position involves diagnosing and resolving desktop-related incidents and requests, ensuring optimal functionality and user satisfaction.The ideal candidate should exhibit a proactive approach, a strong service orientation, and the ability to work both independently and collaboratively in a dynamic environment.
Key Responsibilities- Address technical support inquiries through various channels, providing prompt and effective solutions to users.
- Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices.
- Diagnose hardware and software problems, including operating systems, application software, and network connectivity issues.
- Conduct regular system updates, patches, and maintenance to ensure peak system performance and security.
- Assist users with account setups, password resets, and software installations.
- Document and monitor support requests and resolutions utilizing a ticketing system.
- Collaborate with fellow IT team members to escalate complex issues and ensure seamless service delivery.
- Provide training and support to users on software applications, hardware usage, and security best practices.
- Engage in IT projects as necessary, such as system upgrades, migrations, and the implementation of new technologies.
- Maintain an inventory of IT equipment and supplies, assisting with asset management tasks.
- Stay updated on the latest technology trends and best practices in end-user support.
- Support team members through mentoring and training initiatives.
Education and Experience:
A minimum of an Associate's Degree in Computer Science, Information Technology, or a related field is 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 advantageous.
Technical Skills:
Proficient in Windows 10 and 11 as well as macOS operating systems.
Familiarity with Microsoft Office 365 Suite and common software applications such as Adobe Pro, Adobe CC, DocuSign, etc.
Knowledge of Active Directory, network troubleshooting, and security protocols.
Understanding of hardware components and troubleshooting methodologies.
Strong troubleshooting capabilities for both standalone and networked printers.
Competence in resolving network connectivity issues.
Soft Skills:
Exceptional communication and interpersonal abilities.
Strong problem-solving skills and meticulous attention to detail.
Ability to work effectively both independently and as part of a team.
Outstanding customer service skills and a positive demeanor.
Capability to manage multiple urgent issues simultaneously.
Preferred Skills:
Experience with remote desktop support tools such as ConnectWise.
Familiarity with Windows imaging, including 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 transport computer equipment (typically up to 50 lbs.) as necessary.