Desktop Support Technician - Entry Level

Neweratech; North Carolina; On-site; USD 35,000 - 45,000; Full time

Job summary

Neweratech in North Carolina is looking for an Entry Level 1 Desktop Support Technician. This role involves diagnosing hardware performance, installing new hardware, and troubleshooting software issues. The ideal candidate will have strong customer service skills and technical aptitude.

The position offers on-site work with a consistent schedule of 8-hour shifts. Responsibilities include using case management tools and ensuring technical support meets company standards.

Qualifications

• Proficient in English.
• Up to one year of relevant experience is preferred.
• Knowledge in customer service, ideally in an IT context.

Responsibilities

• Monitor computer hardware performance and diagnose issues.
• Install new hardware and configure software applications.
• Use IT Service Management tools to track cases.

Skills

Customer service skills

Critical thinking

Technical installation and troubleshooting

Attention to detail

Education

High school diploma or equivalent

Bachelor's or Associate's in relevant field

Tools

Office 365

IT Service Management tools

Lenovo ThinkPad

Apple MacBook

Job description

SUMMARY

We are seeking to hire an Entry Level 1 Desktop Support Technician to join our team. We will provide the right candidate with hands on education and training to enable the candidate to perform the responsibilities described below. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will be inquisitive by nature, who is able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

PRIMARY DUTIES

• Monitoring computer hardware performance and diagnosing system issues.
• Installing new hardware in computers including adding / replacing computer memory (RAM), installing disk drives.
• Replacing worn or defective parts and cleaning computer hardware per manufacturer"s specifications.
• Performing equipment testing following repairs.
• Setting up new configurations for computers including OS image deployment.
• Installing, configuring, and upgrading software applications including rollout project.
• Troubleshooting and resolving software application and OS related problems.
• Using IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standards.
• Identifying, prioritizing, and escalating situations requiring urgent attention.
• Performing system health check and mitigation to meet software and security standards including encryption, patching, and backup.

The core client hardware and software environment to be supported includes (but not limited to) Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365/2011/2016, CrashPlan, McAfee AV/ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper.

COMPETENCY

• Positive attitude and collaborative approach in working within a team environment.
• Strong customer service skills.
• Strong oral and written communications.
• Ability to learn and adapt quickly to changes.
• Critical thinking and analytical capabilities in troubleshooting and problem solving.
• Planning, organizing and prioritizing skills.
• Attention to detail.
• Ability to be flexible and handle stressful situations at times.

REQUIRED EDUCATION

• High school diploma or equivalent required.
• Bachelor's or Associate's in relevant field preferred.

EXPERIENCE

• Up to one year of relevant experience.

LANGUAGE SKILLS

• English proficiency.

QUALIFICATIONS

• Technical skills in installation and troubleshooting of relevant software and hardware.
• Knowledge and experience providing customer services, preferably in an IT service environment.
• Experience with any case management / support ticketing and knowledge-based systems.
• Experience supporting Office 365.

PHYSICAL DEMANDS

• Ability to lift up to 30 pounds.
• Requires reliable transport in order to be onsite.

WORK ENVIRONMENT

The candidate will work onsite under direction of the partner leadership team.

EXPECTED HOURS OF WORK

8 hour shifts as directed by partner leadership. Typically 8-5 with 1-hour unpaid lunch or 8:30-4:30 with half hour paid lunch.