Desktop Support Technician

The Desktop Support Technician will provide support to computer users with a variety of daily issues that require investigation and resolution of software and hardware problems.

Summary 

• The Desktop Support Technician will provide support to computer users with a variety of daily issues that require investigation and resolution of software and hardware problems.

Essential Functions

• Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect information about the problem and leads user through diagnostic procedures to determine source of issue.
• Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone.
• Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
• Log and track calls using problem management database, and maintains history records and related problem documentation.
• Prepare standard statistical reports such as help desk incident reports.
• Analyze and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Contact software and hardware vendors to request service regarding defective products.
• Install personal computers, software and peripheral equipment.
• Provide end user systems setup and access.
• Telephony hardware and software support including PBX and dialer equipment, Inter-tel PBX and Mercury dialers.
• Security of organization pertaining to cameras, DVR equipment and card access.
• CR Software Platinum end user support.
• All other duties as assigned. 

Minimum Qualifications

• Associates Degree in a related field and/or 3-5 years of experience preferred.
• Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3^rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP required.
• Exceptional problem-solving skills required.
• Ability to write routine reports and correspondence required.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.

Physical Requirements

• General office environment physical requirements such as sitting for long periods of time, extensive use of computers and keyboards, lifting of less than 30 pounds.

ONLY QUALIFIED APPLICANTS WILL BE SHORT LISTED