Job Details

Role: Desktop Support Technician

Location: Omaha NE (Onsite)

Duration: 6+ Months

Job Description:

Knowledge:

• What kind of work experience (including length of time), training, and/or level of education is necessary for this position?
• 1-2 years experience working with customers either face to face or remote setting
• 1-2 years of IT work experience
• Industry certifications, this can include MCP, MCSE/MCITP etc.

Skills:

• List any require technical skills (typing, computer/software skills, etc.):
• Proficiency in using and knowing your way around windows and Apple devices
• Ability to operate tools, components, and peripheral accessories.
• Software and Hardware Troubleshooting
• Be proficient in supporting Microsoft operating systems, Advanced support of Microsoft Office Suites

Overall Position Summary:

• This role is to support service requests and to provide support and maintenance within the organization's end user computing environment.
• This includes installing, diagnosing, repairing, maintaining, and upgrading all devices & peripherals (including but not limited to PCs, laptops, terminals, printers, and MTR devices) to ensure optimal performance.
• The role will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

Essential Functions of Role:

• List in order of importance the major responsibilities of the job and estimate the percentage of time spent on each responsibility (the main function of the job may not be the one where the most time is spent).

1.

Install, upgrade, support and troubleshoot computer hardware and any other authorized peripheral equipment. Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment. Dealing with hardware and application support queries and issues reported to the global support desk and escalated to the Global remote or Desktop Support onsite teams. Customize desktop hardware to meet user specifications and site standards. Provide user data and application recovery. Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines.

45

2.

Manage asset inventory. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Use tools and methodologies to load, copy and customize operating system configurations for deployment. Responsible for tracking hardware and software inventory.

20

3.

Familiarize end users on basic software, hardware, and peripheral device operation. Take ownership and responsibility of queries, issues and problems assigned to the queue. Be the go-to-person for both the global service desk and the end user when ticket is with you.. Participate in incident and problem management. Resolve all escalated technical problems. Work with vendor support contacts to resolve technical issues within the desktop environment.

15

4.

Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas. Maintain adequate knowledge of operating systems and application software used to provide a high level of support. Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.

10

5.

Work with vendor support contacts to resolve technical issues within the desktop environment. Order or buy computer systems and liaise with vendors. Arranges for and/or prepares equipment for shipping/receiving.

5

6.

Complete regular training and process refresh to ensure you are compliant to SOP's and processes at all times to maintain security and consistent service we offer

5

Total

100