Desktop Support Technician

Job Overview:

The Desktop Support team monitors and maintains the hardware and software configurations on the individual or group end user level. The team installs and configures individual computer desktops, printers, phones, or other needed computer peripherals. The team monitors and delegates each user onto the appropriate networks and servers and resolves any connectivity issues.

Under some supervision, the Desktop Support Technician Level 2 resolves basic and routine computer installation requests. This includes but is not limited to PC, monitor, or phone replacement, printer or scanner fixes, software installations, etc. The Level 2 Technician coordinates the implementation of companywide hardware or software deployments.

The Level 2 technician records and accurately documents inventory levels of hardware with every installation request. Total asset management is required as additional hardware or license agreement purchasing may be needed.

Essential Responsibilities:

Develops processes and procedures for desktop support

Researches, documents, and establishes requirements for software/hardware functionality

Receives requests through internal Incident Monitor system

Installs and fixes advanced computer hardware devices in the corporate, store, and warehouse locations

Implements specific desktop and thin client computers with appropriate PC imaging

Coordinates the implementation of companywide hardware or software deployments

Repairs issues with PCs, phones, printers, scanners, etc

Deal with outages

Resolves high level issues escalated from a Jr. Technician

Records and documents the traffic of hardware and software through the department for asset management and future purchase needs

Receives guidance and direction from higher level technicians

Preferred Education, Experience and Licenses:

Minimum 3 years of experience in an IT support role

Experience with installation of major computer components and software

Specific Knowledge, Skills and Abilities:

Knowledge of various operating systems such as Windows, Mac, etc

Understanding of major computer components and installation requirements

Understanding of resolutions to common software errors

Articulate communicator, and professional phone demeanor

Detail-oriented, and quick and analytical thinker

Knowledge of B&H policies and procedures