Description:
The Desktop Technician will provide customer service and daily technical support for Business Unit resources on business systems, cad & engineering systems, applications, devices, and services. Activities will include, but are not limited to; staging / installation / maintenance of equipment such as PC’s, wireless devices and peripherals, performance testing / tuning of equipment and operating systems, creation / maintenance of user accounts, administration and troubleshooting of wireless devices, and documentation of technical solutions.
Responsibilities
- Responsible for the troubleshooting and resolution of technical issues to ensure that detailed and accurate periodic status is provided for customer incidents. This includes supporting internal systems to D&Z.
- Coordinates or directs the escalation of problems or support requests to appropriate Corporate and Business Unit IT Support Groups in accordance with defined procedures.
- Responsible for the development and/or maintenance of technical support documentation and processes for Desktop / Wireless Services including updating and publishing solutions to knowledgebase for the general user self-service.
- Participates, as requested, as part of a project team.
- Provides project oversight for desktop-related projects or initiatives.
- Coordinates the purchase and receipt of computers and process purchase orders as appropriate and assists with the assignment tracking of desktops, laptops.
Job Qualifications
- College certificate/Diploma in Information Technology or related program
- 2-3 years of directly related work experience
- Aptitude to learn and apply new hardware or software technologies
- Detailed oriented with strong organization and interpersonal skills
- Strong verbal and written communication skills with the ability to clarify problems or requests quickly and effectively
- Strong interpersonal skills with an ability to express technical concepts in a way that establishes rapport and gains understanding.
- Strong customer service orientation
- Self-motivated individual who takes both initiative and accepts responsibility for actions (i.e. thinking and going beyond the current assigned tasks)
- Exercises a high degree of confidentiality