Desktop Support Technician

Responsibilities:

• Assist staff with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines.
• Work with vendor support contacts to resolve technical problems.
• Collaborate with service desk and RDS teams to determine and resolve user issues.
• Respond to support requests from service desk, users, and infrastructure teams.
• Perform system upgrades to ensure equipment longevity.
• Track requests and ensure timely implementation.
• Participate in incident handling related to desktop changes.
• Support large-scale desktop projects such as antivirus rollouts.
• Ensure seamless connectivity with validation systems, file servers, email servers, and application systems.
• Provide weekly status reports.
• Implement best practices and act as a single point of contact for customers.

Technical Skills:

• Strong knowledge of Microsoft desktop and server environments.
• Experience in desktop support and troubleshooting.
• Familiarity with Active Directory, Novell eDirectory, Lotus Notes, and Exchange (2010/2016/O365).
• Experience with ITSM tools such as Remedy, HP Service Center, and Peregrine.
• Knowledge of remote desktop tools (SMS, Bomgar, WebEx, Windows native tools).
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio).
• Experience with VPN and remote access technologies.
• Support for desktops, laptops, printers, AV devices, and mobile devices (iPad, Blackberry).
• Knowledge of internet browsers (Chrome, Firefox, Internet Explorer).
• Basic troubleshooting knowledge of Mac OS and Mac devices.
• Familiarity with common applications such as Adobe Acrobat, WinZip, etc.

Requirements:

• Experience managing remote sites and providing phone support.
• Technical helpdesk or call center experience required.
• Strong analytical and problem-solving skills.
• Ability to work in a structured and systematic manner.
• Strong communication and customer service skills.

Work Environment:

• Onsite role supporting end users and IT infrastructure.
• May require handling multiple support requests in a fast-paced environment.