Desktop Support Technician

The Desktop Support Technician provides technical support to computer users by installing, troubleshooting, and maintaining hardware/software components and networking systems. This role focuses on ensuring the proper functioning of personal computers, assisting with upgrades (including Windows 11 and new machine deployments), and resolving hardware/software issues. The technician will work closely with customers to identify and solve issues, manage new system configurations, and assist with the rollout of new software platforms. Key Responsibilities: Hardware/Software Support: Assist users with the installation and configuration of hardware/software, and troubleshooting issues across individual or multiple computer systems. Upgrades and Replacements: Perform Windows 11 upgrades and deploy new replacement machines. Diagnostics & Troubleshooting: Conduct diagnostic reviews, create error reports, and resolve hardware/software issues, often by liaising with vendors. Configuration Management: Support the setup of new computers and assist with system upgrades/replacements. User Support: Track and resolve user requests for equipment, information, and problem reporting. Open, maintain, and close cases after confirming resolution. System Deployment: Participate in the deployment of new software platforms and upgrades. Tier-1 Support: Be trained to provide support for Tier-1 (Service Desk) during surge hours and as needed. Operational Support: Assist in the development and design of reports to monitor computer system performance and ensure smooth operations. Purchasing Support: Research and recommend hardware/software for users, and assist with purchasing necessary equipment. Required Qualifications: Experience:

Minimum of 2 years of experience in desktop support. Education: High School Diploma or Technical School Certificate. Skills: Experience with M365/O365 migrations is a hard requirement. Basic problem-solving skills and knowledge of computer hardware, software, and terminology. Strong communication and organizational skills. Preferred Qualifications: Skills: Familiarity with Mobile Device Management (MDM) systems, preferably Intune (or another MDM system). Experience with ServiceNow ticketing system. Knowledge of Palo Alto VPN application as it relates to desktop support.

#J-18808-Ljbffr