Job Description
Job Description
As a Desktop Support Technician, your typical day involves providing desktop support to approximately 600 end-users. This is not your typical help desk role;
we expect you to be hands-on and actively involved in solving technical issues. While this is a Level 1-2 role, you will have opportunities to assist with production support and escalate to the Desktop Engineer team when needed.
Typical Day :
Respond to end-user inquiries and provide desktop support.
Escalate complex issues to the Desktop Engineer team.
Assist with production support tasks.
Collaborate with team members to ensure effective problem resolution.
Build relationships with end-users, focusing on excellent customer service.
Opportunities for Growth :
This role is ideal for someone with a help desk background who can quickly add value in that space and then transition into more hands-on desktop support.
You'll also have the chance to work on various projects, such as deploying new machines and transitioning to Windows 11.
We are more hands-on than a pure helpdesk, providing you with ample opportunities for professional development and career growth.
Technical Environment :
Must-haves :
Help Desk Experience : Demonstrated experience with the flow of questions, customer interaction, and documentation.
Soft Skills : Strong interpersonal skills, ability to integrate with the team and customers, and a focus on relationship building.
Microsoft Products : Proficient in building out profiles.
Plus-to-haves :
WorkspaceOne : Familiarity with VMWare products; experience with SCCM replacement.
Requirements :
Minimum of one or more years of relevant experience.
- Must have at least 1 year of experience in a Desktop Support Analyst role or similar position
- Proficient in PC Desktop and Workstation support
- Knowledgeable in Windows Workstation, including Windows 11
- Experience in workstation hardware and providing workstation support
- Ability to handle and resolve problem tickets
- Comfortable in handling service desk tickets
- Proficient in MS Office 365 and O 365 applications
- Ability to communicate effectively and work collaboratively in a team environment
- Must be able to provide exceptional customer service and maintain a high level of professionalism at all times
- Strong problem-solving and analytical skills
- Ability to prioritize and manage multiple tasks simultaneously
- Must have a strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
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