The Band 1 Desktop Technician will provide day to day local remotedesktop support, receive inbound calls, answer questions, troubleshoot anddocument steps performed to resolve challenges with hardware, software andapplication issues in a ticketing system.
The candidate will also need tofacilitate customer resolution for calls and engage their supervisors andmanagers to ensure operational consistency across all shifts within the ITSupport Center.
Desktop Support Engineer provides Break Fix, faultdiagnosis and resolution. Providing fault analysis to customer’s various coreoperating systems and platforms, as well be able to provide support and applydesktop fault resolution for the approved application suite.
Ideal candidateshould have 1-2 years’ experience in Windows Desktop support.
P osition Responsibilities and Functions
Provide first / second level contact and problem resolution for customerissues.
Work with Third Party Vendors to remediate complex AV issues asneeded.
Provide timely communication on issue status and resolution.
Maintain ticket updates for all reported incidents.
Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1,Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorizeddesktop application.
Should have basic knowledge of Mac operating system, to support Applepc users.
Install, upgrade, support and troubleshoot for printers, computer hardware.
Performs general preventative maintenance tasks on computers, laptops,printers.
Performs remedial repairs on Desktops, laptops, printers and any otherauthorized peripheral equipment.
Use diagnostic tools to troubleshoot problems associated with networkconnectivity, and workstation hardware / software.
Broad experience of IT with basic understanding of Networks, Servers,Audio / Visual, Smart Devices and Telecoms.
This position requires the ability to work in a project-based environmentrequiring flexibility and teamwork. Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills
Bachelor Degree or equivalent in Computer Science or related field.
CompTIA A+, Microsoft Certified Professional (MCP) or better.
Minimum of 18 months’ years of IT experience.iv.Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365,PC hardware installation and troubleshooting, Enterprise anti-virus solutions,Helpdesk ticketing systems.
Mobile device management including IOS and Android devices, Enterpriseencryption solutions, Windows PC / laptop management via Active Directory.
Proven analytical, troubleshooting and problem solving skills.
Proven ability to multi-task, effectively determine priorities and meet SLA’s.
Excellent communication relationship-building and internal customer serviceskills.
Adaptable and flexible in a fast-changing industry and work environment.
Willing to work off-hours and weekends when required for projects oremergency support.
In addition the Band 1 Technician will mentor and assist Band 0 technicians in their work and provide support to Band 2 Technicians in resolving tickets.