Permanent Desktop Technician

DUTIES AND RESPONSIBILITIES:

• Provides in-person 1st level Desktop support for all levels of employees.
• Primary focus is on ensuring that agent workstations and components are up-and-running.
• Resides with the Command Center
• Consults with end-users to determine source of specific error and recommends solutions.
• Records and documents all reported issues in online tracking system accurately and timely.
• Provides efficient and effective resolutions and completes all projects on time, according to established standards, policies, and procedures.
• Installs new computers and software and sets up new work areas.
• Assists in identifying, analysing and reporting on trends and suggests remedies for problem areas.
• Maintains up-to-date knowledge on all required technology including customer service skills.
• Serves as a positive role model by exhibiting a can-do, whatever-it-takes, winning attitude.
• Achieve and maintain excellent interpersonal relationships with all constituencies, including the practice and promotion of open communication.
• Performs other duties as assigned by I.T. Management. Direction may also come from Command Center Supervisor
• Works along with Command Center Supervisor in prioritization of tickets/issues

EDUCATION/EXPERIENCE:

• Two years experience supporting desktop and notebook computers
• Experience supporting various operating systems including Windows 98 and 2000, Windows XP, Windows NT Server, and Windows 2003 Server
• Experience supporting Microsoft Office, Microsoft Outlook, Internet Explorer, and Cisco VPN client
• Experience deploying desktop workstations and laptops.
• Possesses solid software experience and working knowledge of hardware and related configurations.
• Excellent oral and written communication skills and telephone, listening and customer service skills.
• Ability to handle several tasks simultaneously with strong problem solving and follow up skills.
• Team player who can work well in dynamic environment with proven experience working in an autonomous role.
• Demonstrated effectiveness working with people having diverse skills, disciplines and cultural backgrounds.
• Previous IT support in a Call Center environment desired.

Required Skills:

• Two years experience supporting desktop and notebook computers
• Experience supporting various operating systems including Windows 98 and 2000, Windows XP, Windows NT Server, and Windows 2003 Server
• Experience supporting Microsoft Office, Microsoft Outlook, Internet Explorer, and Cisco VPN client
• Experience deploying desktop workstations and laptops.
• Possesses solid software experience and working knowledge of hardware and related configurations.
• Excellent oral and written communication skills and telephone, listening and customer service skills.