Responsibilities:

• Responding to client support requests
• Contacting clients to find out the nature of the problem
• Traveling to the client’s location or connecting via remote link
• Troubleshooting hardware and software issues
• Installing and maintaining hardware and computer peripherals
• Installing and upgrading operating systems and computer software
• Troubleshooting networking and connection issues
• Advising on software or hardware upgrades
• Providing basic training on computer operation and management
• Completing service requests/documenting incident/problems/tasks
• Help writing both technical documents for helpdesk as well as step by step technical documents for end users
• Maintain both user and computer accounts in Active Directory
• Respond to P1, P2, P3, P4 incidents as per the SLA policy for each one

Qualifications:

• Bachelor’s degree in Computer Science or Information Technology, OR 5+ years of relevant experience
• Ability to pass pre-employment drug screen and ten-year background check
• Reliable transportation, favorable driving record, and valid Drivers License
• Minimum A+ certification
• Proven work experience as Desktop Support Engineer or Support Technician
• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals
• Knowledge of popular operating systems, software applications, and remote connection systems
• Ability to solve complex hardware and software issues
• Ability to travel and work after hours when necessary
• Excellent interpersonal skills
• Good written and verbal communication skills