Desktop / Helpdesk Support Tech Job Description

The Support Technician is responsible for supporting both internal and external users’ computer issues; anticipating and preventing potential issues; configuring PC hardware for network connection and operation; and responding to user service requests.

Responsibilities

  • Install, assemble and configure computers, monitors, and peripherals such as printers, scanners, and related hardware.

  • Troubleshoot problems with computer systems, including hardware, software, e-mail, network, and peripheral equipment; make repairs and corrections where required.

  • Assist in the development and implementation of procedures and work practices for identifying, reporting, repairing, and inspecting computer equipment for repair needs and/or deficiencies.

  • Plan, organize, and coordinate work assignments and prioritize workload.

  • Perform computer accounts management activities within Active Directory.

  • Complete all Move/Add/Change (MAC) forms and submit in a timely manner.

  • Continue job performance enhancement by participating in appropriate professional growth activities.

  • Maintain good working knowledge of all applications used on the network.

  • Complete thorough documentation of problem resolutions within the Service Desk software.

  • One-on-one training with end users as needed.

Requirements

  • 2 years of experience providing technical support in an enterprise environment

  • Strong working knowledge of the most recent Windows Operating System

  • Basic knowledge of Microsoft Office products including Outlook, Word, Excel, Access, and PowerPoint

  • Basic knowledge of Active Directory

  • Basic knowledge of diagnostic tools used to diagnose and fix problems on local and remote computers

  • Excellent communication (verbal and written), interpersonal, organizational, and presentation skills

  • Skilled in the use of desktops, laptops, printers, and other peripheral devices

  • Ability to utilize problem-solving techniques

  • Ability to work in a fast-paced environment with a team focus

  • Ability to work independently and efficiently to meet deadlines

Preferred Qualifications

  • Associate’s degree in Information Technology or related field

  • Any certifications such as A+, Network+, MCSE, MCITP, etc.

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