Desktop Support Technician - Entry Level

SUMMARY:   

We are seeking to hire an Entry Level 1 Desktop Support Technician to join our team. We will provide the right candidate with hands on education and training to enable the candidate to perform the responsibilities described below. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will be inquisitive by nature, who is able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies. 

PRIMARY DUTIES:  

• Monitoring computer hardware performance and diagnosing system issues. 

• How to install new hardware in computers including adding / replacing computer memory (RAM), installing disk drives 

• How to replace worn or defective parts and clean computer hardware according manufacturers’ specifications 

• Performing equipment testing following repairs 

• Setting up new configurations for computers including OS image deployment 

• Installing, configuring, and upgrading software applications including rollout project 

• Troubleshoot and resolve software application and OS related problems. 

• Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards. 

• Identify, prioritize, and escalate situations requiring urgent attention. 

• Perform system health check and mitigation to meet software and security standards including encryption, patching, and backup. 

The core client hardware and software environment to be supported includes (but not limited to) - Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper. 

COMPENTENCY: 

• Positive attitude and collaborative approach in working within a team environment. 

• Strong customer service skills 

• Strong oral and written communications 

• Ability to learn and adapt quickly to changes. 

• Critical thinking and analytical capabilities in troubleshooting and problem solving. 

• Planning, organizing and prioritizing skills. 

• Attention to detail. 

• Ability to be flexible and handle stressful situations at times. 

REQUIRED EDUCATION: 

• Highschool diploma or equivalent required 

• Bachelors or Associates in relevant field preferred 

EXPERIENCE: 

• Up to one year of relevant experience 

LANGUAGE SKILLS: 

• English proficiency  

QUALIFICATIONS: 

This is an entry level position is ideally suited to a recent graduate with up to 1 years’ experience with 1 or more of the following. 

• Technical skills in installation and troubleshooting of relevant software and hardware. 

• Knowledge and experience providing customer services, preferably in an IT service environment. 

• Using any case management / support ticketing and knowledge-based systems 

• Experience of supporting Office 365 

PHYSICAL DEMANDS:   

• Ability to lift up to 30 pounds. 

• Requires reliable transport in order to be onsite. 

WORK ENVIRONMENT: 

The candidate will work onsite under direction of the partner leadership team. 

EXPECTED HOURS OF WORK: 

8 hour shifts as directed by partner leadership.  Typically, 8-5 with 1-hour unpaid lunch or 8:30-4:30 with half hour paid lunch.