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Desktop Technician

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.

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