The Desktop Support Technician responds to support requests from end-users and works to resolve their issues professionally and efficiently.
This position is responsible for managing all aspects of the end-user computing environment. The Desktop Support Technician will assist in project management and completion with direction from the Help Desk Manager.
Responsibilities :
- Responds to user problems and works to resolve issues efficiently and professionally while developing a good rapport with the user base
- Maintains updated ticket statuses and documents progress on all issues using company service tracking system
- Creation and management of user accounts and profiles and providing support for password issues
- Execute terminations disabling expired accounts in accordance with IT and HR procedures.
- Build and install new user computers and conduct initial user training
- Maintains asset records for all IT-related equipment and licensing
- Creates and maintains end-user documentation, support procedures and knowledgebase articles
- Support and maintain the Microsoft Office suite including Outlook connectivity
- Monitor for and repair virus and malware-related issues
- Maintain quality of service by enforcing desktop and organizational standards
- Diagnose and solve hardware / software faults
- Repair and replace computer and peripheral hardware
- Learn and support the roll-out of new applications
- Work with IT Purchasing Analyst to obtain quotes for Hardware and software
- Manage stock of equipment, consumables and other supplies
- Maintain the IT computer hardware life-cycle
- Creation and management of phone extensions
- Install, upgrade, support and troubleshoot for printers and authorized peripheral equipment
- Maintain physical office infrastructure cabling, AV Equipment etc.
- Manage local physical security system
- Perform and assist in project work
- On-call and after-hours support
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