Summary

The Desktop Support Technician II serves as the first line of technical support for SmartSourceIT customers. This position provides technical assistance with desktop computers, desktop software and related technology both on-site and in a call center environment.

Primary Responsibilities

• Provide resolution to all desktop support requests according to the Service Level Agreement
• Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
• Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
• Consistently meet Service Level Agreements
• Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
• Work independently to troubleshoot all support requests and follow escalation policies
• Responsible for computer hardware builds and maintaining inventory for computers ready to deploy
• Provide support of email services for Microsoft Office 365 and local hosted exchange
• Establish and maintain a positive professional relationship with users and clients
• Participate in testing, documentation and implementation of assigned projects
• Responsible for tracking hardware inventory per division policies
• Support tactical and strategic goals of the Desktop Support Team
• Provide training and mentoring for desktop support team members, including escalated support requests
• Prepare and conduct client training as requested
• Additional duties as assigned

GENERAL OPERATIONAL GUIDELINES
• Proactively continue to expand professional development and industry knowledge
• Develop, maintain, and provide an advanced level of product and business knowledge
• Foster professional and team oriented relationships with colleagues
• Maintains detailed comments in the support request tracking system, following policy and procedures
• Follow internal and client specific policies and procedures
• Ensures confidentiality and reliability of corporate data, proprietary information, and intellectual property

Requirements

• Minimum of 2 years technical support experience in a corporate support environment
• Advanced knowledge of Windows NT/2000/XP/7 required
• Advanced knowledge of desktop hardware and common desktop software required
• Advanced knowledge of LAN connectivity required
• Excellent communication (written and verbal), troubleshooting and analytical skills required
• Demonstrated patience and overall courteous behavior when working with internal and external customers

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