Desktop Support Technician

Job Overview

The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages. They are also responsible for customer service and end-user training. The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment. They may apply intermediate mathematical skills. Responsibilities:

• Researches and resolves technical problems of moderate complexity, typically escalated from first line support teams
• Responds to escalated telephone, email and on line requests for technical support
• Documents, tracks, and monitors the problem using applicable systems and tools
• Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects
• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge