Position Summary
Responsibilities
As an IT Desktop Support Technician, your main role involves providing technical assistance and support to end-users for hardware, software, and networking issues they encounter on their desktop computers or laptops. This role is crucial in maintaining a smoothly functioning IT environment within an organization. Here are the responsibilities and qualifications:
Main Responsibilities
Qualifications And Experience
Responsibilities
As an IT Desktop Support Technician, your main role involves providing technical assistance and support to end-users for hardware, software, and networking issues they encounter on their desktop computers or laptops. This role is crucial in maintaining a smoothly functioning IT environment within an organization. Here are the responsibilities and qualifications:
Main Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email (providing on-site and remote support)
- Workstations, Office365 Admin and Windows OS support
- Experience with Anti-Virus software and troubleshooting
- Identify and suggest possible improvements on procedures.
- Manage user AD accounts New Starters, Leavers and access rights in IT systems.
- Perform daily system operations according to specified procedures.
- Monitoring and backup of critical systems and services.
- Knowledge of LAN connection and wireless technologies
- New installation and building new computers.
- Support mobile connections to the company's IT systems.
- Participate in IT-related projects.
- Continuously follow and evaluate new technical solutions in the IT field.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Track issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Document technical knowledge in the form of notes and manuals
- Train users on basic hardware and software usage, and provide guidance for best practices in IT security and data management.
- Provide remote support to users via phone, messaging and remote connection.
- Security Management: Assist in implementing and enforcing IT security policies, including malware protection, data encryption, and user access controls.
- System Upgrades: Assist in the planning and execution of hardware and software upgrades, ensuring minimal disruption to user productivity.
- Collaboration: Work closely with third-parties, other IT teams, such as network administrators, system administrators, and help desk teams, to resolve complex issues and contribute to larger IT projects.
- Provide support for peripheral devices: printers, handheld (scanners).
- Any other IT duties deemed necessary.
Qualifications And Experience
- 2-4 years’ experience working in an IT Support environment in English Language
- Strong IT knowledge, especially knowledge of Active Directory, Office 365 portal, Azure Cloud services, Networks, Citrix, and IT related hardware.
- Microsoft certification and ITIL, a plus
- Ensure all issues are properly logged (experience with ServiceNow or similar tool)
- Proficiency in English/German (French an asset)
- Proven experience as a help desk technhician or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Must be able to work independently and as part of a team.
- Good analytical and problem solving skills.
- Excellent communication skills