Desktop Support Technician
ThreatTrack Security - Clearwater, FL

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Job Title: Desktop Support Technician
Department: Information Technology
Date: 5/20/10

GENERAL SUMMARY
The role of the Desktop Support Technician is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, NIC cards, cables, hard drives, memory, CD-ROMs, etc.
Collaborate with system and network administrators to ensure efficient operation of the company’s desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Respond to incoming calls, pages, and email regarding desktop problems.
Ensure physical connections (ethernet, phone, etc.) are in proper working order.
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Participate in on-call coverage rotation for after-hours emergencies.

COMPUTER SKILLS
    • Excellent technical knowledge of PC and desktop hardware.
    • Excellent technical knowledge of Microsoft Windows XP/Vista/7 and Microsoft Office 2003/2007/2010.
    • Excellent technical knowledge of Dell Optiplex, Precision and Latitude workstations.
    • Excellent technical knowledge of Apple Mac hardware and operating systems.
    • Hands-on troubleshooting experience for desktops including hardware, networking, application compatibility, etc.
    • Working technical knowledge of current protocols, operating systems, and standards.
    • Ability to operate tools, components, and peripheral accessories.
    • Ability to understand technical manuals, procedural documentation, and OEM guides.
EDUCATIONAL/BACKGROUND NEEDED
Minimum of 3 years in a midsize or larger enterprise IT environment in a desktop support role. High school diploma or GED required. Associates or higher degree preferred.

LANGUAGE ABILITY
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.

MATH ABILITY
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to apply concepts of basic algebra and geometry.

REASON ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee is occasionally required to lift up to 100 pounds. The vision requirements include close vision and the ability to distinguish colors from one another.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. This job description is not intended to be a contract for employment and the employer reserves the right to make any necessary revisions to the job description at any time without notice.

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