Summary:
The Support Technician provides support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for supported technologies; ensuring service levels are met or exceeded.
Principal Duties:
Provide support for mobile and desktop hardware and software.
Track all incidents and service requests in Help Desk system.
Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken.
Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer.
Use of the tools and knowledge available to effectively troubleshoot and resolve issues.
Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams.
Adhere to all Firm defined operation level agreements, procedures and policies.
Develop and maintain superior customer service and incident management skills.
Assume additional responsibilities as requested.
Position Specific Skills and Requirements:
Understanding of desktop hardware and peripherals, (Macs, PCs, laptops, printers, scanners, smartphones and tablets).
Working knowledge of computer technologies and software including but not limited to: Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless Networking.
Education and General Requirements:
3 years of experience in a Desktop Support role.
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