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.

Responsibilities

Strategy & Planning

• Able to support a variety of devices at our primary office and remote sites

Acquisition & Deployment

• Conduct research on end-user devices in support of standardization and procurement efforts.
• Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.

Operations

• 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.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Desktop service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (iMAC) requests as they are submitted by business
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.
• On call support may be required

Position Requirements

Formal Education & Certification

• College diploma or university degree in computer science field

Knowledge & Experience

• Minimum 1-2 years of related IT experience
• Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations.
• Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with Dell
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong written, oral and interpersonal communication skills.
• Ability to present ideas in user-friendly language.
• Self-motivated, detail oriented and team oriented
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven customer service skills

Preferred Qualifications

• Working technical knowledge of current protocols, operating systems, and standards
• Driver’s license in good standing.

Work Conditions

• Occasional evening and weekend work to meet deadlines.
• Sitting for extended periods of time.
• On-call availability
• Overtime hours may be required to meet project deadlines.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.