Band 2 - Desktop Technician

The Band 2 – Desktop Technician will provide day to day local emote

desktop support, receive inbound calls, answer questions, troubleshoot and

document steps performed to resolve challenges with hardware, software and

application issues in a ticketing system. The candidate will also need to

facilitate customer resolution for calls and engage their supervisors and

managers to ensure operational consistency across all shifts within the IT

Support Center. Desktop Support Engineer provides Break Fix, fault

diagnosis and resolution. Providing fault analysis to customer’s various core

operating systems and platforms, as well be able to provide support and

apply desktop fault resolution for the approved application suite. Ideal

candidate should have 2-3 years’ experience in Windows Desktop support.

Position Responsibilities and Functions:

• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Work with Third Party Vendors to remediate complex AV issues as needed
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1,
• Provide first/second level contact and problem resolution for customer issues

Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized

desktop application.

• Should have basic knowledge of Mac operating system, to support Apple pc

users.

• Install, upgrade, support and troubleshoot for printers, computer hardware
• Performs general preventative maintenance tasks on computers, laptops,

printers.

• Performs remedial repairs on Desktops, laptops, printers and any other

authorized peripheral equipment.

• Use diagnostic tools to troubleshoot problems associated with network

connectivity, and workstation hardware/software.

• Broad experience of IT with basic understanding of Networks, Servers,

Audio/Visual, Smart Devices and Telecoms.

• This position requires the ability to work in a project-based environment

requiring flexibility and teamwork. Performs other duties as assigned.

Requirements

Candidate Required Minimum Qualifications and Skills:

• Minimum of 18 months years of IT experience
• Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365,
• CompTIA A+, Microsoft Certified Professional (MCP) or better
• Bachelor’s Degree or equivalent in Computer Science or related field

PC hardware installation and troubleshooting, Enterprise antivirus solutions,

Helpdesk ticketing systems.

• Mobile device management including IOS and Android devices, Enterprise

encryption solutions, Windows PC/laptop management via Active Directory.

• Excellent communication relationship-building and internal customer service
• Proven analytical, troubleshooting and problem-solving skills
• Proven ability to multitask, effectively determine priorities and meet SLA’s

skills.

• Adaptable and flexible in a fast-changing industry and work environment
• Willing to work off-hours and weekends when required for projects or

emergency support.

In addition, the Band 2 Technician will mentor and assist Band 1 technicians in their work

and provide support to Band 3 Engineers in resolving tickets.