The Desktop Support Technician is responsible for providing comprehensive end-user support, including the procurement, configuration, installation, and replacement of desktop systems. This role also involves resolving technical issues related to PC software, hardware, and peripherals. Additionally, the technician will provide backup support to the Service Desk as needed.

Key Duties and Responsibilities

Laptop/Desktop PCs

• Procure, configure, and install systems in alignment with defined lifecycle replacement schedules
• Perform system maintenance and troubleshoot hardware issues
• Manage monthly patch deployment and ensure system integrity
• Maintain accurate documentation of all procedures
• Manage relationships with hardware vendors and process related invoices
• Budget for and track anticipated hardware expenses

Desktop Software Applications

• Procure, install, and configure desktop software
• Adhere to software upgrade schedules
• Troubleshoot software-related issues and perform routine maintenance
• Document processes and solutions for future reference
• Oversee vendor relations and invoice processing
• Plan for software licensing and upgrade costs

Service Desk Support

• Act as the first escalation point for infrastructure-related tickets
• Escalate unresolved issues to appropriate administrators or engineers
• Apply technical knowledge to resolve tickets effectively
• Analyze recurring issues, perform root cause analysis, and implement solutions to prevent recurrence
• Document findings and steps taken for Severity 1 issues
• Provide exceptional customer service and ensure adherence to SLAs
• Serve as a backup for Service Desk operations when required

Peripheral Devices (Printers, Scanners, Signature Pads, etc.)

• Procure, install, and configure peripheral devices
• Manage lifecycle replacements independently
• Perform maintenance and resolve technical issues with peripherals
• Document processes related to peripheral support
• Handle vendor management and invoicing
• Budget for peripheral-related expenses

Qualifications and Education

Experience

• Minimum of 5 years’ experience supporting personal computers, information systems, or related IT functions
• Strong knowledge of Windows-based network architecture and protocols
• Proficient in PC hardware and software troubleshooting and maintenance
• Skilled in break/fix hardware repair and desktop installations
• Experience supporting and managing a wide variety of peripheral devices

Education & Certifications

• High School Diploma required
• MCP, A+, and Network+ certifications required
• Associate degree or equivalent combination of education and experience preferred
• Preferred certifications include Server+, Security+, MCSA, MCSE, or MCTS