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Desktop Support Technician
Individual Contributor
Information Technology
Santa Rosa, CA

The Desktop Support Technician will provide technical software, hardware and network problem resolution to all internal users and resolves all Tier II end-user problems.

ESSENTIAL DUTIES:
  • Identifies, diagnoses, and resolves Tier II problems for internal users as part of the Desktop Support function.  The support can include networked or local printers, PC software, hardware, and peripherals, email, Internet, and VPN, WiFi, LAN and WAN connectivity.
  • Identify recurrent problems and help customers resolve them.
  • Provides one-on-one end-user problem resolution for approved Personal Computer (PC) software.
  • Escalate incidents to problems, and continually look to improve processes and procedures.
  • Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. 
  • Identifies, troubleshoots and resolves a wide range of technical computer-related problems
  • Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
  • Achieves standards in quality and productivity of incident/request management, including responsiveness, resolution time, & satisfaction.
  • Supports Customer Service project activities aimed at improving procedures and processes while anticipating business partner’s needs.
  • Applies complex technical information and masters new computer technology.
  • Maintains cooperative working relationships while demonstrating sensitivity to and respect for a diverse population.
  • Assist with special project work as needed.   
 
EXPERIENCE:
1)    Associate’s degree in computer science or related field OR high school diploma or equivalent AND 5 years of experience.
2)    5 years providing Desktop support for current PC desktop and application software, installing, upgrading, troubleshooting and repairing personal computers in a network environment.
3)    Knowledge of desktop operating systems, various software applications and basic hardware for the PC and mobile devices; principles and theories of network systems and management; Internet technologies and products; basic understanding of electrical safety procedure; ITIL; and Desktop incident tracking software and procedures.
4)    Must be proficient in organizing and prioritizing work to meet deadlines.
5)    Effective written and verbal communication skills.
6)    Effective persuasive and interpersonal skills. 
7)    Proficient in the use of PC, Mac, IOS Mobile devices and Android devices, including e-mail, word processing and electronic spreadsheet software.
 

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