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Desktop Support Technician / IT Support Specialist
<>Job Summary
The Desktop Support Technician provides high-quality technical support and assistance to end users, delivering exceptional customer service while ensuring timely resolution of IT issues. This role is responsible for troubleshooting hardware, software, and peripheral problems, maintaining desktop environments, and ensuring the reliable operation of computer systems. The technician utilizes strong technical expertise to diagnose and resolve issues, perform minor hardware repairs, coordinate with vendors when needed, and support a variety of operating systems and applications.
<>Key Responsibilities
- Deliver outstanding customer service while resolving technical support requests and escalations.
- Diagnose, troubleshoot, and repair PC, laptop, and peripheral hardware issues.
- Monitor, update, and manage support tickets through the IT service management system.
- Respond to Help Desk phone calls, emails, and voicemail requests in a professional and timely manner.
- Provide technical support for desktop computers, mobile devices, printers, and other IT equipment.
- Install, configure, troubleshoot, and maintain Windows, macOS, and Linux operating systems and applications.
- Create and maintain user documentation, knowledge base articles, and technical procedures.
- Provide advanced support for software applications and desktop technologies.
- Collaborate with hardware and software vendors to resolve equipment and system-related issues.
- Independently resolve the majority of desktop hardware and software support requests with minimal supervision.
- Assist with PC deployments, imaging, software installations, upgrades, and system refresh projects.
- Configure and deploy new workstation setups, including hardware and software provisioning.
- Support special projects and product-related initiatives as needed.
- Recommend and document process improvements to enhance IT operations and service delivery.
- Perform additional duties and responsibilities as assigned.
<>Required Qualifications
- High School Diploma or GED required.
- 2-4 years of experience providing desktop support for PC and/or Mac hardware and software environments.
- 1-2 years of experience in a customer-focused, help desk, or call center environment.
- Strong customer service skills with a demonstrated ability to support users professionally and effectively.
- Proven ability to manage multiple priorities simultaneously in a fast-paced environment with frequent interruptions.
- Experience troubleshooting hardware, software, operating system, and peripheral issues.
- Working knowledge of Windows, macOS, and Linux operating systems.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work effectively with employees at all levels of the organization.
- Ability to lift and move up to 25 pounds of equipment and work in confined spaces when troubleshooting hardware or peripheral devices.
<>Additional Requirements
- Must successfully pass a pre-employment background check.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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