The Desktop Support Technician provides technical assistance for our users with computers, printers, networking, phones, and office software.  This person is a Tier 1 Help Desk Agent.  Ultimately, you will ensure prompt and accurate user support and increased satisfaction.

Responsibilities:

• Address user tickets regarding hardware, software and networking
• Conduct remote troubleshooting whenever possible
• Travel to offices when necessary
• Customize desktop applications to meet user needs
• Record technical issues and solutions in tickets and solutions
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create and maintain technical documentation
• Model company security policy adherence
• Maintain inventory information

Requirements:

• Ability to work independently under minimal supervision
• Strong time management and organization skills
• Working knowledge of help desk software, internal and external applications and resources
• Strong client-facing and communication skills
• Advanced logical and analytical troubleshooting skills
• Full understanding of customer service procedures of the company
• Ability to maintain a high degree of business professional behaviors including punctuality, attendance, responsiveness, and dependability
• Sense of urgency and commitment to provide exceptional user service
• Exceptional written and verbal communication skills
• Contribute to a positive work experience

Required Experience:

• High School Diploma
• Three years of experience supporting any or all of the following:
  • Windows 7/10
  • Office 365
  • Basic networking
  • Phone systems