IT Desktop Support, Incident Technician

**IT Desktop Support, Incident Technician**

• *Full job description**
• *Job Summary**

IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues that arise within a company's IT infrastructure by logging incidents, diagnosing problems with hardware and software, implementing solutions, and communicating status updates to users while working within an incident management system to track and prioritize problems effectively.

Focus placed on maintaining IT hardware inventory in ServiceNow and supporting windows devices.

• *Responsibilities**
• Maintaining IT hardware inventory in ServiceNow.
• Deskside support of Windows.
• Software installation.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide warranty and break/fix support for networked printers and scanners
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up - laptop or personal laptop + virtual machine.
• Ensure that policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• **Work Environment**:_
• Typically based in an office environment with the potential for occasional on-site visits to user locations.
• May involve working outside of regular business hours to support critical incidents.
• May require movement between offices that located in nearby buildings.
• *JOB REQUIREMENTS/QUALIFICATIONS**
• *Experience**:
• 3+ years Deskside Support experience with Windows PC
• Shipping & Receiving Inventory & Stocking of spare PCs, laptops, printer & server parts
• Patch management for end users and servers
• PC Hardware break/fix
• Software break/ fix
• Windows and Mac operating systems
• Webex & Jabber
• Device Asset Tracking
• Bachelor’s Degree in Business, Information Technology or related field (or equivalent work experience is preferred)
• CompTIA A+

Expected hours: 40 per week