The Desktop Support Technician II provides day-to-day technical support for employees, computer systems, software, hardware, and peripheral devices. This position is responsible for troubleshooting technical issues, installing and configuring equipment, supporting IT projects, and helping ensure users receive timely and professional assistance.
The technician will also serve as a resource to other Desktop Support Technicians and keep the IT Manager informed regarding the status of support activities and assigned projects. This revised description removes the electronic data interchange responsibilities included in the original document.
Essential Duties and Responsibilities
- Install, configure, maintain, and troubleshoot computer hardware and software.
- Diagnose and resolve desktop, laptop, application, and peripheral-device issues.
- Install, configure, and troubleshoot printers, scanners, barcode readers, handheld computing devices, and other computer peripherals.
- Respond to user support requests and provide timely, professional technical assistance.
- Document technical issues, resolutions, configurations, and support procedures.
- Perform system testing and quality-control checks following installations, upgrades, or repairs.
- Assist with workstation moves, additions, and changes.
- Set up equipment and technology resources for new employees and existing users.
- Escalate complex or unresolved technical issues to the appropriate IT resource.
- Support departmental projects and other assignments as requested by management.
- Mentor and assist employees holding other Desktop Support Technician positions.
- Communicate project progress, support trends, technical concerns, and outstanding issues to the IT Manager.
- Travel to other company locations to provide technical support when required.
- Perform other related duties as assigned.
Qualifications
To perform this position successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities needed for the role. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions.
- Strong hardware, software, and peripheral troubleshooting skills.
- Ability to identify technical problems, evaluate possible causes, and implement appropriate solutions.
- Ability to organize and manage multiple support requests, assignments, and projects.
- Strong problem-solving, planning, and organizational skills.
- Demonstrated attention to detail, accuracy, and thoroughness.
- Ability to work independently while also collaborating effectively with an IT team.
- Strong customer-service skills and responsiveness to employee needs.
- Ability to communicate technical information clearly to users with varying levels of technical knowledge.
- Ability to follow established IT procedures, security practices, and management direction.
- Flexibility and the ability to adapt professionally to changing priorities and business needs.
- Ability to work with employees from varied professional, educational, and personal backgrounds.
- Ability to work flexible hours, including occasional evenings, nights, or weekends when business needs require.
Education and Experience
- One-year certificate from a college or technical school and at least six months of related technical-support experience or training; or
- An equivalent combination of education, technical training, and relevant work experience.
Technical Skills
Candidates should have working knowledge of:
- Microsoft operating systems and productivity applications
- Desktop and laptop hardware
- Software installation and configuration
- Computer peripherals
- Printers and scanners
- Barcode readers and handheld computing devices
- Workstation setup and deployment
- Basic system testing and troubleshooting
- Technical documentation
- Microsoft SQL Server 2008 or newer
Core Competencies
- Problem Solving: Identifies and resolves technical problems in a timely manner.
- Customer Service: Responds professionally to user needs and follows through on commitments.
- Communication: Listens carefully, asks clarifying questions, and communicates clearly in writing and verbally.
- Planning and Organization: Prioritizes assignments and uses time efficiently.
- Professionalism: Demonstrates reliability, accountability, and appropriate workplace conduct.
- Quality: Completes work accurately and thoroughly.
- Safety and Security: Follows organizational safety and information-security procedures.
- Dependability: Maintains reliable attendance and responds appropriately to management direction.
- Teamwork: Works collaboratively and supports other members of the IT department
