Desktop Support Technician

Brooksource

Philadelphia, PA, United States

Full-time

Short Term Project

Philadelphia

We are seeking an IT Support Technician to join our client’s Deskside Support Services team as part of their Return-to-Work initiative.

Our client is opening the doors to their over 35+ office locations to welcome back their staff full-time. As a Desktop Support Technician, you will be responsible for delivering Level 1 hardware and software technical assistance to our colleagues across a specific office location.

You will play a crucial role in ensuring an outstanding level of customer service while providing advanced technical assistance to our colleagues.

Your commitment to excellence and a proactive approach to problem-solving will contribute significantly to the success of our support services team.

Key Responsibilities :

Technical Assistance & Troubleshooting :

Provide technical support at colleagues' desks, including hardware diagnostic, troubleshooting, configuration, and replacement if necessary.
Handle software installation and troubleshooting, focusing on Microsoft Windows 10 and MS Office 2013 / O365.
Address voice and video network issues and offer mobile device configuration, training, and diagnosis.
Conduct recovery testing to ensure system availability after outages.

Ticket Management & Proactive Support :

Manage ticket workflows, escalating unresolved issues promptly and maintaining hardware inventory records.
Document and track colleague inquiries, ensuring timely and appropriate responses.
Set clear expectations with colleagues and follow up to ensure their satisfaction.
Implement approved operating system enhancements and recommend modifications to reduce problems.

Customer Service & Collaboration :

Deliver exceptional customer service with a customer-first mentality.
Collaborate with other support groups to restore services and identify and resolve computing problems.
Alert colleagues and team members promptly when major problems are suspected.

Physical Support & Professionalism :

Physically capable of carrying and handling endpoint devices and peripherals ( 40lbs) while walking between support desks and colleagues' desks.
Address cabling / wiring issues under desks.
Interact professionally with colleagues, adhering to a business casual dress code.

Qualifications :

Strong knowledge of Microsoft operating systems, Microsoft Office, and Apple hardware and operating systems.
Analytical skills to analyze problems and determine effective solutions.
Excellent communication skills, both verbal and written, while interacting with customers and IT staff.
Strong customer service aptitude, empathy, innovation, and integrity.
An associate degree or equivalent work experience in technology, hospitality, retail, or customer-focused fields is highly regarded.
A+ certification or an equivalent combination of education, training, and experience is a plus.

13 days ago

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