The Desktop Support Technician II

The Desktop Support Technician II is an end-user support professional that provides expertise and client support in maintaining specific products used in the technical support and user infrastructure

Principal Duties

• Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
• Supports and maintains the end user environment. This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
• Provides direct support to users for supported hardware, software and devices. This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site).
• Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software, and wipes data prior to destruction or reissue.
• Documents, maintains and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
• Performs facility moves under guidance.
• Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate.
• Choosing effectively from among many different procedures or approaches in order to implement a solution.
• Troubleshooting user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies. Can problem-solve most standard end user problems.
• Maintaining composure and a professional manner at all times, including in stressful situations with clients.
• Courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
• Probes clients effectively to determine the actual nature or underlying cause of a user problem.
• Strong orientation towards client service.
• Selects appropriate work procedures or approaches to address and/or escalate problems.
• Sets his/her own priorities based on established service level agreements

Knowledge, Skill and Ability Requirements

• Possesses working knowledge of standard end user hardware and software and able to address most issues by following established procedures.
• Builds expertise in standard end user hardware and software and the ability to resolve client issues.
• Has a basic understanding of network connectivity and infrastructure.
• Gaining an understanding of industry specific applications and technologies.
• Possesses a general understanding of client services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Works to assess the client s comfort level with technology, and potentially manage their anxiety and stress.
• Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
• Understands the technology organization and where and when to escalate client or operational problems.
• Experience supporting A/V Teams Conference Room Equipment and MacBooks in an Enterprise environment