Desktop Support Technician

Job Summary: A Desktop Technician is responsible for providing technical support and assistance to end-users regarding desktop hardware, software, and peripherals. They troubleshoot and resolve issues, perform installations and upgrades, and ensure the smooth operation of desktop systems within an organization. The role requires strong technical knowledge, excellent problem-solving skills, and effective communication with users.

Responsibilities:

• Provide technical support to end-users in person, via phone, or remote assistance.
• Troubleshoot and resolve hardware and software issues related to desktop systems.
• Install, configure, and upgrade desktop hardware components, including CPUs, memory, and hard drives.
• Install, configure, and upgrade software applications and operating systems on desktops.
• Perform regular maintenance and updates on desktop systems to ensure optimal performance and security.
• Set up new desktop computers and peripheral devices for end-users.
• Assist with the setup and configuration of printers, scanners, and other peripheral devices.
• Collaborate with other IT teams to resolve complex technical problems and escalate issues when necessary.
• Maintain accurate records of technical issues and solutions in a ticketing system.
• Train end-users on basic troubleshooting techniques and the proper use of desktop systems.

Skills Requirements:

• Previous BPO experience.
• Proven experience as a desktop technician or similar role.
• Strong knowledge of desktop hardware components, operating systems, and software applications.
• Proficiency in troubleshooting and resolving hardware and software issues.
• Familiarity with network connectivity and basic network troubleshooting.
• Experience with Active Directory, group policies, and user account management.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and prioritize tasks effectively.
• Attention to detail and a commitment to providing quality technical support.

Education Requirements:

High school diploma or equivalent; additional technical certifications or degrees are a plus.