Desktop Support Technician – Entry Level

Position Purpose

The primary responsibility of this role is to support clients through answering, logging, and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

Duties and Responsibilities

• Monitoring computer hardware performance and diagnosing system issues.
• Installing new hardware in computers including adding or replacing computer memory (RAM) and installing disk drives
• Replacing worn or defective parts and clean computer hardware according manufacturers’ specifications
• Performing equipment testing following repairs
• Setting up new configurations for computers including OS image deployment
• Installing, configuring and upgrading software applications including rollout project
• Troubleshoot and resolve software application and OS related problems.
• Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards.
• Identify, prioritize and escalate situations requiring urgent attention.
• Perform system health check and mitigation to meet software and security standards including encryption, patching and backup.
• Other related duties as required.

Performance Measures

• Meeting client service level agreement (SLA) targets
• Meeting utilization targets
• Measures agreed and set during performance appraisal.

Qualifications

• Tertiary qualification in relevant field
• A+ certification or equivalent years of experience

Skills and Experience

• Minimum 2 years’ experience with installation and troubleshooting in a technical environment.
• Knowledge and experience providing customer services in an IT environment.
• Using any case management / support ticketing and knowledge-based systems
• Previous experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM and/or Casper
• Experience supporting Office 365
• Sound logical diagnostic ability.

Attributes

• Positive attitude and collaborative approach in working within a team environment.
• Strong customer service skills
• Strong oral and written communications
• Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.
• Ability to learn and adapt quickly to changes.
• Critical thinking and analytical capabilities in troubleshooting and problem solving.
• Planning, organizing and prioritizing skills.
• Attention to detail.
• Ability to problem solve and think both logically and laterally.
• The ability to apply good time management discipline and work under pressure.
• Client focused attitude.

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