Desktop Support Technician
FirstLink Business Solutions
- Port-of-Spain
- 10000 - 20000
- Permanent full-time
- Updated 26/11/2024
- Human Resource
The Desktop Support Technician ensures computers operate effectively to help end users complete tasks. This involves prioritizing, documenting, and resolving help requests, using diagnostic tools, and providing in-person desktop support.
Summary:
The Desktop Support Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Duties and Responsibilities include the following.
Essential Duties and Responsibilities
- Field incoming help requests from end users via both telephone and email in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem solving process, including all successful and unsuccessful Job Description decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install antivirus software.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Ensure the confidentiality, integrity and availability of the data residing on or transmitted to/from/through enterprise workstations, servers, and other systems and in databases and other data repositories.
- Ensure the compliance to enterprise security policy.
- Maintain inventory of all deployed Carenet IT Assets
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: This is an entry level position. College diploma or university degree in the field of computer science and/or 1 year of equivalent work experience would be favorable. Any industry applicable certification (A+, MCP, etc.) would also help distinguish candidates.
Language Ability: Ability to read, analyze, and interpret technical procedures and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.
Technical skills: Knowledge of basic computer and networking hardware, experience with desktop and server operating systems, working knowledge of a range of diagnostic utilities, good understanding of the organization’s goals and objectives, good written and oral communication skills, exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills and strong documentation skills.
Certificates and Licenses: Google IT Support, CCNA, MCSE are favorable
