Job Description
Desktop Support Technician
The Desktop Support Technician's role is to support and maintain organizational laptops, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or TEAMS/Zoom meetings) within SLA timeframes and provide end-user assistance where required.
Essential Duties & Responsibilities:
- Support development and implementation of new computer projects and new hardware installations.
- Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
- Perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions.
- Install, configure, test, maintain, monitor, and troubleshoot end user hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
- Receive and respond to incoming calls, chat messages, and/or tickets regarding desktop problems.
- If necessary, liaise with third-party support and PC equipment vendors.
- Perform related duties consistent with the scope and intent of the position.
- Monitor and Maintain Desktop Compliance such as SCCM Client Health, MS Patch updates, BIOS flash, and driver updates.
- Assist with implementing discovery, planning, and managing projects.
- Act as a liaison between other departments and the Site IT group.
- Work with other IT teams during the development and deployment phase of new desktop images or software projects. Recommend method changes for processes and general group development involving new technology.
- Employee will need to provide minimal training and technical assistance to end users.
- Able to lead by example and act as a mentor to Desktop Support Associate Technicians.
- Creating/Updating documentations like SOPs; Job Aids, FAQs, etc.
Requirements:
- High School diploma or equivalent, and/or 3 years work experience in related field.
- Excellent knowledge of PC and desktop hardware.
- Excellent knowledge of PC internal components.
- Hands-on hardware troubleshooting experience
- Extensive equipment support experience.
- Working technical knowledge of current protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation and OEM guides.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good written, oral, and interpersonal communication skills.
- Ability to conduct research into PC and software issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
- Sitting, standing, or walking for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Superior IT support knowledge is required. Must be able to install, configure and troubleshoot current desktop operating systems.
- Working knowledge of PC hardware and Microsoft software applications (e.g. MS Office, etc.).
- Working knowledge of SCCM, Antivirus, VLAN, DHCP, Active Directory, Group Policies, MS Exchange, network and remote administration, software deployment as well as imaging software and processes.
- High attention to detail in planning, reporting and execution of assigned work and must be proactive in resolving issues or developing better work practices.
- Must be able to work in a fast paced environment and have good time management skills for daily tasks and projects.
- Must be able to work additional hours as required.
- Working knowledge is desired in scripting using PowerShell, DOS base and other command language
- Working knowledge in creating/updating documentation (i.e. SOPs, Job Aids, FAQs, etc.)
COMPENSATION & BENEFITS
The anticipated starting range for individuals expressing interest in this position is $21.63 - $30.29 hourly. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.