Job Description

Description

This Desktop Support Technician Position Features:

• Great Pay to $58K

STATEMENT OF MAJOR RESPONSIILITIES:

• To provide first point of contact for staff and customers seeking technical assistance over phone, email and ticketing system.
• Perform remote troubleshooting through diagnostic technique and asking pertinent questions.
• To identify, triage and resolve technical problems for end-users and when required, and escalate technical problems to other appropriate Information Systems staff as necessary.
• Provide excellent customer service to multiple agencies by being visible and responsive to users\' technical support inquiries and problems. A high level of professionalism and expertise should be demonstrated through building working partnerships with staff.
• Deployment of desktop, laptop, Printers and related equipment during refresh, upgrade or replacement process as per predefined procedure.
• Accurately follows IT software installation & patch management when required
• Accurately document all Help Desk incidents using incident-tracking software
• Provide IT onboarding & general user training and/or support on any installed applications as required.
• Develop and/or maintain the documentation for various components in the IT environment including configurations, guidelines, processes/procedures, knowledge base content and change management documentation.
• Ensure timely escalation of problems by documenting actions taken.
• Finding new ways to resolve repeating issues and identify opportunity for continuous improvement.
• Assist with other projects and/or duties as assigned by direct IT Manager or Supervisor.
• Travel to remote offices for installations and/or troubleshooting as required
• Must be aware of and adhere to Health and Safety Policy Rules and Regulations
• Provide support and assistance to IT staff or students as required.

QUALIFICATIONS:
Education and Experience

• Degree or diploma in Computer Networking or Programing Course related to Information Technology field
• 2-3 years of proven experience as Help Desk technician in customer support environment

Knowledge and Skill Level

• Excellent customer service
• Excellent working knowledge of Windows opening systems and Microsoft Office 365 apps
• Excellent Knowledge of Microsoft 365 Admin Role & M365 Exchange Admin Role
• Solid grasp of networking concepts
• Attention to detail & Strong troubleshooting ability in timely manner
• Ability to multitask and prioritize work, Patience, punctuality, and professionalism.
• Proficiency in English w/ excellent communication skills Customer-oriented and cool-tempered
• Valid driver\'s license and access to a reliable vehicle
• Good understanding of computer systems, mobile devices and other tech products
• Capacity to work independently and in a team environment

Desired Additional Experiences

• Active Directory, DNS, DHCP, Networking Concepts
• VB Scripting, Exposure to and support of Great Plains Dynamics

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