Desktop Support Technician

Job Overview:

Desktop Support, a function of IS Support, provides front line tech support and service across all B&H locations during

business operating hours, handling day-to-day break-fix issues and business enhancements. The team is responsible

for the setup, support, and overall maintenance of end user hardware and software. Desktop Support Technicians use

various tools to remote control, troubleshoot, resolve, and document service requests as well as route and escalate

advanced technical issues to appropriate team for follow-up.

The Desktop Support Technician Level 1 is a highly motivated entry level technician seeking to gain experience and

grow in the IT field. The Desktop Support Technician is enthusiastic about technology and problem-solving and has a

passion to help end users through their technical challenges.

Essential Responsibilities:

· Setup and support all workstations and peripherals such as phones, printers, etc.

· Maintain and support end user applications such as Microsoft Office, Adobe CC, etc.

· Complete tickets as they are assigned within agreed upon SLA goal

· Remote assistance via VNC or other screen sharing applications

· Communicate and document all aspects of an issue including troubleshooting, identification, research and

resolution

· Follow established policies and procedures

· Good understanding of B&H systems and technology

· Learn new technologies as they are used by the business in order to support end-users

· Maintain and support conference room equipment

· Organize and maintain lab, storage areas and wiring closets

· Image and deploy PCs, Macs and Thin Client devices

· Documentation of internal and business facing knowledge

· Follow policies and procedures related to IT assets through purchasing, inventory, maintenance, and disposal

· Escalate to Desktop Support Manager or senior technicians when required

· Partake in Superstore close and Sunday rotations (and holiday peak-coverage)

Specific Knowledge, Skills and Abilities:

· Great attitude and strong willingness to help others with their technical challenges

· Strong written and verbal communication skills

· Ability to prioritize and manage workload

· Detail-oriented, resourceful and effective research skills, and quick and analytical thinker

· Ability to work under pressure

· Knowledge of PC and Mac components

· Knowledge of Active Directory/Azure, Microsoft Office, Exchange and Adobe Suite

· Knowledge of Windows and Mac Operating Systems

Preferred Education, Experience and Licenses:

· CompTIA A+ and Network+ certifications are a plus

· Minimum 1 year in a technical support role preferred