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Senior Desktop Support Technician

Location Bowie, United States
Posted 22-September-2018
Description
Job Description:

The Desktop Support Technician is responsible for providing hardware/software incident and service requests support on the enterprise LAN/WAN. The incumbent will serve as an advocate for internal customers and external clients on ensuring the request through to resolution while identifying the root cause of the issue.



Apply advanced troubleshooting techniques to resolve hardware and software incidents;
Function as an internal and external client representative for technology within an assigned location(s);
Conduct installs, moves, adds and changes (IMAC);
Find correlation and problems from incident to resolution, applies emergency fixes to keep end users working while root cause analysis is assessed;
Provide effective communication of ongoing activity related to service requirements and incidents;
Apply advanced troubleshooting techniques to resolve hardware and software incidents onsite and remotely;
Effectively manages work, understands and meets SLA requirements (personal and teams work queue) through the utilization of a ticketing process;
Build, test and distribute equipment to new and existing employees;
Use industry standard and internally developed tools to troubleshoot and provide local and remote support; and
Partner with tier 1 Service Desk for ticket distribution at appropriate levels.






3+ years of experience troubleshooting in a windows environment, end user software, hardware and working with advanced problems including but not limited to, desktops, laptops, tablets, VOIP phones, printers, fax machines and smart phones;
Experience with ticketing system, Remedy preferred but not required;
Ability to use industry standard and internally developed tools to troubleshoot and support employees locally and remotely;
Associates Degree in Business/IT and/or at least 2 years of equivalent experience with desktop and laptop support technologies including Windows XP and Win 7, Microsoft desktop applications, and SCCM imagining; and
Bachelors degree preferred in IT, Computer Science , related field; or equivalent experience.

 
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