Job Description
The Desktop Support Technician will be supporting 2,100 Employees.
There are roughly 1,200 devices on the network that range from Dell Desktops, Dell Laptops, mobile devices (including smart phones and tables, both iPhone and Android).
Accepts Service Desk calls and reports from staff regarding problems, technical requests, and other service-related matters.
Creates all requests with thorough, complete, correct, and concise documentation in the ITT Service Desk system and assigns to applicable problem to the corresponding technicians.
Assesses urgency of issues, prioritizes, and takes appropriate steps toward resolution or escalation.
Images and builds desktop personal computers, laptops, and other personal computing devices.
Provides support for desktop and mobile phones and voice systems.
Provides support for audio visual technologies and systems for multiple platforms, departments, and city locations.
Provides support for mobile device technologies and platforms.
Provides support for printing and scanning equipment, including print servers, print queues and toner installation.
Performs troubleshooting tasks for Windows and Apple platforms as necessary and resolves issues within the scope of responsibility.
Develops and maintains triage documentation.
Monitors Service Desk incident tickets to ensure issues are being addressed on schedule and end users are informed of status.
Provides proactive communication and notification to end users of pending or upcoming problems, outages, and other service issues.
Provides friendly and courteous service to all users.
Ensures all tasks are performed with a high level of quality and customer service.
Shares knowledge with co-workers and users where applicable.
Creates correct and concise documentation of all service calls for ticketing system.
Unloads and loads computer equipment from semi-trailers and cargo hauling vehicles.