Desktop Technician II

3 months ago

Cedar Hill, United States Mouser Electronics Full time

The role of the Desktop Technician is to provide the first line of technical support for all staff in Mouser Electronics. The Desktop Technician is responsible for routing and/or resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The technician will be required to provide services through e-mail, phone, chat, in person (for walk-in users) and remote assistance.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications
• Assist all users with any logged IT related incident when called upon
• Accurately record, update and document requests using the IT service desk system
• Escalate incidents and requests to other support teams as necessary
• Install and configure new IT equipment
• Perform software and hardware upgrades
• Support printers, copiers, and scanners
• Maintain good verbal communication skills; communicate effectively with technical and non- technical colleagues at all levels in the organization
• Attend internal training as necessary to keep up to date with the latest technology and internal system processes
• Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed
• Work within the relevant legislation, policies, and procedures

SKILLS & CERTIFICATIONS

• Working knowledge of Microsoft Windows and Mac client operating systems
• Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN
• Knowledge of printers, scanners, and copiers
• Knowledge of networking systems
• Excellent IT skills and computer literacy
• General hardware and software troubleshooting skills
• Able to communicate effectively in a professional manner on the phone, in writing and in person
• Able to prioritize, manage and perform under pressure to meet SLA’s
• Knowledge and adherence of customer service best practices

Desktop Technician II:
• Strong knowledge of IT standard processes and business applications
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary
• Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Create, publish, and maintain relevant support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self- sufficient
 
Requirements:
• 2+ years’ experience as a Desktop Technician required. For internal candidates, experience can be combination of internal and external experience.
• General proficiency in Microsoft Windows and Macintosh operating systems
• General proficiency in the use of ticketing tools, Citrix, MS Office, Active Directory, and VPN
• General proficiency in the support of printers, scanners, and copiers
• General proficiency in the support of networking systems
• General proficiency in hardware and software troubleshooting skills
• General proficient knowledge and adherence of customer service best practices
• Meets established SLA’s

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category:IT/IS

Equal Opportunity Employer, including disability and veterans.

#LI-SR1

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