PURPOSE A Desktop Support Technician (DST) role is the initial point of contact for the SMC end user, the face of the IT department. The DST role is primarily involved with IT incident management. They are responsible for monitoring our support desk phone queue and ticketing system. The DST will resolve issues as they are reported and work proactively to minimize downtime.

The Desktop Support Technician will also assist with installing, configuring, and maintaining software, hardware, and peripheral equipment as time permits. ESSENTIAL DUTIES • Provide customer support and troubleshooting of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices • Ensures that end-user environments are effectively maintained and supported • Provides remote support (users exist in multiple geographic locations throughout North America) • Works with team members to monitor the incoming call queue and the ticketing system • Document all customer contacts • Work efficiently to resolve incidents, identify, and escalate the problem and consistently maintain departmental SLAs within acceptable levels • Assist with the deployment of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices • All other duties as assigned PHYSICAL DEMANDS / WORK ENVIRONMENT • Collaborative team environment in a shared workspace • General office, computer room, warehouse, and factory areas • Off-hours work and travel as required • Sitting for long periods • Physical demands require the person to regularly stand, walk, and use various warehousing equipment • Minimum lifting requirements of 25 pounds MINIMUM REQUIREMENTS • High school diploma or equivalent. Associate degree or greater preferred • Highly self-motivated and directed with an attention to detail and a strong customer service orientation • Basic understanding of ITSM Principles or ITIL4 Foundations certification is preferred • Previous troubleshooting and issue resolution skills is a plus • A+ and / or MCSA Certification preferred • Excellent interpersonal communication skills


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