TheDesktop Support Technician family works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. They are responsible for answering IT requests specific to PC hardware, networks, or software via phone, email, live chat, or instant message. They may find the need to may explain solutions in both technical and nontechnical terms.
Under general supervision, the MemorialCare Desktop Support Technician performs entry level Tier 2 support. They provide advance technical trouble shooting and analysis methods to offer resolution to incidents, problems, and requests specific to PC hardware, networks, or software.
Essential Functions and Responsibilities of the Job
Build and install PCs, associated peripheral devices, and mobile / smart phones
Provide technical support to users and colleges as appropriate
Work to identify issues and recommend potential changes and system improvements
Resolve reported issues within established standards for timeframes and quality
Provide quality customer support
Record daily documentation of issues and achievements for tracking purposes
Be at work and be on time
Follow company policies, procedures and directives
Interact in a positive and constructive manner
Prioritize and multitask
Essential Job Outcomes
Builds and installs PCs, and peripheral devices including printers, scanners, mobile and smart phones, related to desktop infrastructure in accordance with department standards.
Provides advice and guidance to colleagues regarding incidents. Explains and documents technical issues in a straightforward way to clients.
Supports and maintains installed PCs, networks, telephone end points, and peripherals with routine maintenance. Coordinates migration of desktops to most current Windows platform as necessary.
Identifies, logs, and resolves technical problems with software applications or network systems.
Creates, maintains, and distributes reports of progress on work efforts to leadership. Identifies potential changes and system improvements to present to leadership for consideration and implementation.
Ensures that work is carried out within agreed service levels and in accordance with department guidelines.
Owns daily documentation of achievements, through enterprise ticket tracking systems. Follows guidelines established for tracking efforts related to assigned responsibilities and all hours worked are recorded for aid and analysis.