November 6, 2024

ONE Technology Services

Colchester

CONTRACT

Desktop Support Technician

Desktop Technician will provide day-to-day local and remote desktop support. This role involves receiving inbound calls, answering questions, troubleshooting, and documenting steps performed to resolve hardware, software, and application issues in a ticketing system. The technician will also work with supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. The ideal candidate will have 2-3 years of experience in Windows desktop support and will provide break-fix, fault diagnosis, and resolution.
Training & Induction:

Process training and induction will be provided by DSS Peer or DSS Lead in the region.

Position Responsibilities and Functions:

Provide first and second-level contact for customer issues and resolve problems efficiently.
Work with third-party vendors to resolve complex AV issues as required.
Communicate issue status and resolution timelines to customers in a timely manner.
Maintain ticket updates for all reported incidents, ensuring proper documentation of steps performed.
Install, upgrade, support, and troubleshoot systems including XP, Windows 7, Windows 8.1, Windows 10, Windows 11, and Microsoft Office 2010.
Provide support for Cisco Jabber and other authorized desktop applications.
Basic knowledge of Mac OS to support Apple PC users.
Install, upgrade, support, and troubleshoot printers and computer hardware.
Perform general preventative maintenance tasks on computers, laptops, printers, and other peripheral equipment.
Carry out remedial repairs on desktops, laptops, printers, and other authorized peripheral devices.
Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software problems.
Broad experience in IT with an understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
Ability to work in a project-based environment requiring flexibility and teamwork.
Perform other duties as assigned by management.

Candidate Required Minimum Qualifications and Skills:

Bachelor’s Degree or equivalent in Computer Science or a related field.
Comp TIA A+, Microsoft Certified Professional (MCP) or better.
Minimum of 18 months of IT experience.
Proficiency in Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, and PC hardware installation/troubleshooting.
Experience with Enterprise anti-virus solutions, helpdesk ticketing systems.
Mobile device management (i OS and Android), Enterprise encryption solutions.
Windows PC/laptop management via Active Directory.
Proven ability to analyze and troubleshoot issues effectively.
Ability to multitask, prioritize tasks, and meet service level agreements (SLAs).
Excellent communication, relationship-building, and internal customer service skills.
Ability to adapt to a fast-changing industry and work environment.
Willingness to work off-hours and weekends when required for projects or emergency support.