Desktop/Network Support technician

RESPONSIBILITIES:

Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for client�s PC support; provide hands-on and remote controlled PC support services; provide expertise on support services when requested by peers and clients. May be required to reload base images on PC�s; Lead/participate in Hardware & Software deployments; Follow Hardware and Software procurement usage guidelines; management of printing problems and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide on-call level-2 support; reconcile client demand for services with available resources; record all support activities for proper measurement of work performed.

• Must enjoy solving a wide variety of problems on a continual basis.
• Skills and experiences with the use of technology in a business environment, including exposure to Service Desk Support, data networks, and application environments.
• Experience with customer service functions in PC support;
• demonstrated exceptional organizational skills;
• familiarity with Windows operating system;
• ability to ascertain the criticality of incoming requests;
• fundamental understanding of Outlook and Office Applications.
• Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms;
• Must be able to follow departmental processes and procedures, ability to follow and document resolutions using Knowledge Management tools.

QUALIFICATIONS:

• Associates Degree in Computer Science or related discipline: at least two but typically four or more years of experience in computer support.
• Excellent customer service, interpersonal, organizational and communication skills;
• ability to work in a fast paced changing environment.

Key Functions: Mobility, knowledge with Windows 7 and 10 and I Devices.

All your information will be kept confidential according to EEO guidelines.