Desktop Support Technician
Apt
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Benefits offered by this job
Job summary
Qualifications
- 1-3 years of experience in desktop support.
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of Microsoft Office Suite.
- Experience with network protocols and basic troubleshooting.
Responsibilities
- Diagnose and resolve escalated technical issues.
- Provide exceptional customer service to end-users.
- Manage and prioritize tickets in the service desk system.
- Perform installation and maintenance of desktop systems.
- Collaborate with IT teams for complex issue resolution.
Skills
Education
Tools
Job description
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The Tier 2 Desktop Support Specialist is responsible for providing advanced technical support to end-users, addressing more complex and escalated issues from Tier 1 support. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related problems to ensure efficient and effective desktop operations.
- Diagnose and resolve escalated technical issues involving desktops, laptops, peripherals, software applications, and network connectivity.
- Provide exceptional customer service to end-users by addressing their technical concerns and inquiries through various channels (phone, email, in-person).
- Manage and prioritize tickets in the service desk system, ensuring timely resolution and accurate documentation of all activities and resolutions.
- Perform installation, configuration, and maintenance of desktop hardware, software, and operating systems.
- Assist in troubleshooting and resolving network-related issues, including connectivity problems, VPN access, and network printer issues.
- Implement system updates, patches, and configuration changes as needed to maintain system security and performance.
- Provide guidance and training to Tier 1 support staff and end-users on technical issues and best practices.
- Collaborate with IT teams, including network administrators and system administrators, to resolve complex issues and implement new technologies.
- Create and maintain detailed documentation of technical procedures, solutions, and knowledge base articles for future reference and training.
- 1-3 years of experience in desktop support or a related technical support role.
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of Microsoft Office Suite and common business applications.
- Experience with Active Directory, Citrix, remote desktop tools, and system imaging.
- Familiarity with network protocols, VPNs, and basic network troubleshooting.
Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.
Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are advantageous.
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Customer Service
- Industries: Hospitals and Health Care, IT Services and IT Consulting, and Telecommunications
- Medical insurance
- Vision insurance
- 401(k)
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