Overview
On Site
Depends on Experience
Contract - W2
Skills
A+
Computer Hardware
BlackBerry
Computer Networking
Business Intelligence
Continuous Improvement
Customer Service
Distribution
Executive Support
IT Security
IT Service Management
Cascading
Communication
Management
Media
Microsoft PowerPoint
Computer Engineering
Computer Science
Printer Support
Printers
Printing
Database
Knowledge Base
Laptop
Network
Operating Systems
Presentations
Problem Solving
Productivity
Recovery
Remote Support
Repair
Service Level
Software Deployment
Software Packaging
Technical Support
Thin Client
Job Details
Title: Desktop Support Technician
Location: River Park II, 1800 Yankee Doodle Road, Eagan, MN 55121
Duration: 8+ Months Contract
JOB DESCRIPTION
Fully Onsite - Monday through Friday at our Eagan campus
Desktop Support Technician, Associate
The Impact You Will Have
Responsible for performing desktop support services and moves/adds/changes as requested by employees and certain customers. Includes installation, configuration, troubleshooting, and problem resolution for technical issues related to workstation hardware, software, and connectivity. Performance is expected to meet departmental goals.
Your Responsibilities
- Prioritize incoming service requests to provide or restore business functionality within service level requirements.
- Load and configure specified software such as operating systems, productivity applications and specialty applications.
- Provide Level 3 support for hardware and software including: Diagnostics of system hardware, software and operator problems.
- Resolve the problems or transfer to appropriate support group for resolution.
- Document problem resolution and close incidents in problem tracking system. Such item include: Physical desktop configurations Virtual Desktops and applications Remote Teleworkers/Thin Client Macintosh hardware and software Blackberry handhelds.
- Perform Executive support and assist in Executive presentations involving desktop setup, use of PowerPoint and other media-based tools, projectors, etc.
- Perform printer support for network-connected printers within the Desktop OS, multifunctional printing/copying devices and escalate critical performance issues to the appropriate support teams.
- Documenting resolution information in the Knowledge Base and Distributing new knowledge with team members.
- Document procedures and identify opportunities for continuous improvement.
- Work with Desktop Engineering and IT Security to facilitate the support and deployment of standard software packages, desktop deployment, and to help enforce new security standards and policies across the enterprise.
- Performs maintenance, disposal (life cycle support) of PC workstation Hardware/Software/Peripherals.
- Gather asset-tracking information for each repair/request transaction.
- Help ensure accuracy of asset database via timely change entry and periodic cycle count activity.
- Install and coordinate the move of desktops, laptops and printers.
- Collect unneeded workstation equipment and mobile assets for redeployment. participates in projects concerning corporate assets including cascading, moving and decommissioning equipment.
- Local and regional travel to provide technical services to remote offices, including district offices, clinics to Provide technical support and hardware/software deployment to remote offices, including district offices and clinics.
- Creating and delivering bi weekly reports to the Desktop Support/Convergence Manager.
- Assists with any additional duties assigned by management.
Required Skills and Experience
- Associate/Technical degree in computer science or similar topic, or certifications relating to support areas and 3 years of experience providing desktop support services at a large corporate business, OR 5 years of experience in providing desktop support services at a large corporate business in lieu of a degree.
- Breadth of cross-environment understanding and experience.
- Good working knowledge of workstation hardware and software including operating systems, desktop applications and networking systems.
- Excellent customer service skills.
- Demonstrated ability to interpret and resolve problems in a timely manner.
- Demonstrated ability to learn new concepts quickly due to the rapidly deployed changes and to the complexity of the computing environment.
- May require study outside of normal business hours.
- Ability to lift heavy computer equipment (up to 50 pounds).
- Good verbal and written communication skills.
- Good time management and organization skills.
- Ability to travel (minimal 5-10%).
- Some after hours work is expected for enterprise changes and desktop implementations.
Preferred Skills and Experience
- A+ Certification and Macintosh experience preferred.
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