Desktop Support Technician - Level 3

Job Summary
Desktop Technician will provide day to day local\remote desktop support, receive inbound calls,
answer questions, troubleshoot, and document steps performed to resolve challenges with hardware,
software,e and application issues in a ticketing system. The candidate will also need to facilitate
customer resolution for calls and engage their supervisors and managers to ensure operational
consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break
Fix, fault diagnosis, and resolution. Providing fault analysis to customers’ various core operating
systems and platforms, as well be able to provide support and apply desktop fault resolution for the
approved application suite. An ideal candidate should have relevant 2-3 years’ experience in Windows Desktop support.
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
f) Should have basic knowledge of the Mac operating system, to support Apple pc users.
g) Install, upgrade, support, and troubleshoot printers and computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, and printers.
i) Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and
Telecoms.
l) This position requires the ability to work in a project-based environment requiring flexibility and
teamwork. Performs other duties as assigned.

Candidate Required Minimum Qualifications and Skills
a) Bachelor’s Degree or equivalent in Computer Science or related field.
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months of IT experience.
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
e) Mobile device management, including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
f) Proven analytical, troubleshooting, and problem-solving skills.
g) Proven ability to multitask, effectively determine priorities, and meet SLA’s.
h) Excellent communication, relationship-building, and internal customer service skills.
i) Adaptable and flexible in a fast-changing industry and work environment.
j) Willing to work off-hours and weekends when required for projects or emergency support.

EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law.
Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.

DISCLAIMER
This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.