Desktop Support

4 weeks ago


india Novalink Solutions LLC Full time
Job Description
The Desktop Support Technician serves as the first point of contact for IT related support,
providing tier 1 client support for all technical issues relating to installing, diagnosing, repairing,
maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation
performance, hardware, software, printing, connectivity, mobile technology, and user set up
and authorization, also working all requests, incidents, and problems through to resolution. A
critical role of the Desktop Support Technician will strive to provide the best possible end user
computing experience for all Milwaukee County employees, contractors, and vendors. The
Desktop Support Technician will be hands on with building and imaging PCs and laptops, printer
setup and maintenance, peripheral hardware support and maintenance and user account
maintenance. This role is committed to addressing recurring issues through consistent ITIL
practices.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Provide daily support for PC hardware and software, including Windows 10, Office 365 and other
enterprise applications.
• Participate in installing, configuring, and maintaining computer operating systems and images.
• Install and troubleshoot peripherals for users.
• Aid in troubleshooting smartphones and other related ad hoc devices.
• Asks appropriate probing questions to gather relevant information to aid in resolution of request.
• Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely
and accurate resolution.
• Sets client expectations when opening and assigning tickets and ensures all request/services are
executed on time in accordance with service level agreements with the business.
• Prioritizes and escalates support incidents and requests based on business impact and
documented guidelines.
• Makes recommendations to better assist end users and improve the overall efficiency of daily
operating procedures.
• Acquires and maintains current knowledge of core hardware standards and applications, as well as
new technologies/applications being introduced in order to provide technically accurate solutions
to clients.
• Assists in special projects as needed.
• Participates in on call rotation.
COMPUTER SKILLS:
• Workstation, printer and peripheral maintenance and support skills.
• General understanding of Client/Server environment.
• Experience with Microsoft Active Directory and Azure Active Directory.
• Solid understanding of Microsoft products, including Windows operating systems and the Office
suite of applications.
• Demonstrate an analytical approach to problem resolution.
• Familiarity with Microsoft System Center Configuration Manager (SCCM) imaging software.
Requirements Top Skills & Years of Experience:
6 months to 5 years experience in
•Desktop support
•Deploying devices
•On the fly device repairs.
Nice to Have Skills:
• Workstation, printer and peripheral maintenance and support skills.
• General understanding of Client/Server environment.
• Experience with Microsoft Active Directory and Azure Active Directory.
• Solid understanding of Microsoft products, including Windows operating systems and the Office
suite of applications


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