Desktop Support Technician

» Desktop Support Technician
Information Technology
in Lakeland
, FL
Reference: 19-02572

Position Summary:

The Desktop Support Technician is responsible for resolving business user issues related to IT. This includes implementation of new user desktop hardware and software and everyday service requests relating to PC hardware and software, printing, and end user devices. The Desktop Support Technician is responsible for all user-related IT issues in the workplace and ensures business process and quality standards are maintained. This role serves as an incident escalation point of contact for Service Desk I issues. The Desktop Support Technician has a positive attitude, is customer service oriented, patient and willing to train and work with business staff.

Essential Duties and Responsibilities:

  • Perform Tier II troubleshooting and resolution for business user issues relating to hardware, software, network and communications
  • Recommend, procure, install and configure new user hardware, software and communication devices
  • Monitor network and production systems and ticket queue for any issues that may arise
  • Document all configurations and resolutions relating to PC’s, networks, software and issues
  • Communicate with business users regarding status of tickets and incident progress accordingly
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Problem and incident management
  • Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require systems engineer level support
  • Available during non-business hours to resolve system issues as needed
  • Other duties as assigned

Knowledge, Skills, and Abilities:

  • Strong communication skills, both written and verbal
  • Strong attention to detail in high-pressure situations
  • General understanding of desktop, server and network technologies
  • Ability to work in a team and communicate effectively
  • Excellent customer service and communications skills
  • Excellent troubleshooting and problem solving skills
  • Ability to multi-task and adapt to changes quickly

Qualifications:

  • 3 years of experience in an IT support or technical environment, with significant PC or client/server platform experience
  • Experience with networking, servers, desktop PC’s, Windows, PC imaging, software installation, patching, print, hardware
  • Understanding of ITIL best practices
  • Ability to communicate, train, work with, and build relationships with end users
  • A+, Network +, MCSE/MCSA, CCNA are all beneficial certifications
  • Self-motivated with the ability to work in a fast-paced environment
  • Willingness to work extended hours or weekends when necessary