Description
The Associate Specialist, Desktop Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.
Strategy & Planning
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Able to support a variety of devices at our primary office and remote sites
Acquisition & Deployment
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Conduct research on end-user devices in support of standardization and procurement efforts.
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Evaluate and recommend products for purchase.
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Write technical specifications for purchase of end-user devices and related products.
Operations
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Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
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Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
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Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
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Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Desktop service levels.
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Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
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Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
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Where required, administer and resolve issues with associated end-user workstation networking software products.
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Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
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Answer to and perform moves, adds, and changes (iMAC) requests as they are submitted by business
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Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
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Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
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If necessary, liaise with third-party support and equipment vendors.
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On call support may be required
Formal Education & Certification
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College diploma or university degree in computer science field
Knowledge & Experience
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Minimum 1-2 years of related IT experience
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Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations.
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Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades.
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Hands-on hardware troubleshooting experience.
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Extensive equipment support experience with Dell
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Ability to operate tools, components, and peripheral accessories.
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Able to read and understand technical manuals, procedural documentation, and OEM guides.
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Strong written, oral and interpersonal communication skills.
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Ability to present ideas in user-friendly language.
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Self-motivated, detail oriented and team oriented
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Ability to effectively prioritize and execute tasks in a high-pressure environment.
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Proven customer service skills
Preferred Qualifications
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Working technical knowledge of current protocols, operating systems, and standards
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Driver’s license in good standing.
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Occasional evening and weekend work to meet deadlines.
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Sitting for extended periods of time.
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On-call availability
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Overtime hours may be required to meet project deadlines.
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Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.
