Desk Side Support Technician
The Desktop Support Technician will support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels
Construct, install, and test customized configurations based on various platforms and operating systems.
Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation network software products.
Receive and respond to incoming calls and/or work orders regarding desktop problems.
Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
If necessary, liaise with third-party support and PC equipment vendors.
Perform related duties consistent with the scope and intent of the position.
Open and close tickets - manage the assignment, tracking, and completion of incidents/requests
Expected to populate the Knowledge Base frequently and document resolutions, workarounds, and frequently asked questions for problems and service requests
Maintain documented software and hardware inventories
Performs system back up procedures for all local location servers
Collaborate with other IT groups, business units and vendors on repairs, upgrades, project support and testing for new system implementations and support procedures
Qualifications
Knowledge of and experience with ITIL or similar frameworks
Working knowledge of IT hardware platforms ranging from PC to databases
Excellent organizational and planning ability with proven analytical, problem solving and technical skills
Provides resolutions to a variety of technical problems of moderate scope and complexity
Communicates clearly with technical and non-technical audiences, both verbally and written
Extensive equipment support experience
Comprehensive knowledge of Information Technology service delivery.
A+ Certification or higher required HDI or ITIL certifications desired.
3+ years relevant experience required.
Must be a US Citizen.
Must Reside within 1 hour commute of Philadelphia, PA