Desktop Support Technician II

Position: Desktop Support Technician II

Location: Fort Washington, PA

Duration: 6 Months Contract to Hire

Rate: $ Open/Hour on W2

*** Need Local Resource who can work onsite in For Washington, PA

Job Description:

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

Education and Experience Requirements

Bachelor s degree or equivalent preferred

3+ years of relevant experience in a technical support role

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 Client -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

Please send your resume in word format, following details to or call me @ for more information:

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