Job Details
Overview: We are seeking a talented and experienced Senior Desktop Support Technician to join our IT department. As a Senior Desktop Support Technician, you will be responsible for providing advanced technical support to end-users, resolving complex desktop hardware and software issues, and ensuring the efficient operation of our organization's desktop environment. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to lead and mentor junior technicians.
Responsibilities:
- Technical Support: Provide advanced technical support and troubleshooting assistance to end-users experiencing desktop hardware, software, and peripheral issues, ensuring timely resolution and minimal disruption to productivity.
- Problem Solving: Diagnose and resolve complex desktop-related problems, including hardware failures, software conflicts, and network connectivity issues, utilizing a systematic approach and advanced troubleshooting techniques.
- Escalation Management: Serve as a point of escalation for unresolved desktop support issues, collaborating with other IT teams and vendors to expedite problem resolution and minimize downtime.
- User Training and Guidance: Offer guidance and training to end-users on the use of desktop hardware, software applications, and IT best practices, empowering them to troubleshoot common issues independently and enhance their technical skills.
- Hardware and Software Maintenance: Perform routine maintenance tasks, including hardware upgrades, software installations, and security patches, to ensure the stability, performance, and security of desktop systems.
- Documentation and Inventory Management: Maintain accurate records of desktop hardware inventory, software licenses, support tickets, and configuration changes, ensuring comprehensive documentation of IT assets and procedures.
- Quality Assurance: Conduct quality assurance checks and audits of desktop systems and configurations to identify potential vulnerabilities, compliance issues, and opportunities for optimization.
- Team Leadership and Mentorship: Provide leadership and mentorship to junior desktop support technicians, guiding them in problem-solving techniques, best practices, and professional development opportunities.
- Continuous Improvement: Stay abreast of emerging technologies and industry trends in desktop support and IT service management, and recommend improvements to enhance the efficiency and effectiveness of desktop support services.
- Customer Service: Deliver exceptional customer service and support, maintaining a positive and professional demeanor when interacting with end-users and colleagues, and ensuring their satisfaction with IT services.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- Minimum of 5 years of experience in desktop support or a related IT field, with a proven track record of resolving complex technical issues.
- Advanced knowledge of desktop hardware, including desktop PCs, laptops, printers, and peripherals, as well as experience with hardware diagnostics and repair.
- Expertise in troubleshooting desktop operating systems, including Windows, macOS, and Linux, and proficiency in configuring and managing desktop applications and utilities.
- Strong understanding of networking concepts, protocols, and troubleshooting methodologies, including TCP/IP, DNS, DHCP, and VPN.
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to end-users and colleagues.
- Leadership experience and the ability to mentor and coach junior technicians, fostering a collaborative and supportive team environment.
- Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent certifications are desirable.