About the position
Are you passionate about providing technical support and ensuring end-user satisfaction? We're looking for a dedicated Desktop Support Technician to join our team. In this role, you'll be responsible for providing desk-side or remote support to end-users, resolving service requests, and ensuring the smooth operation of desktop systems and applications.
What you’ll do:
- Maintenance of staff computers and printers and general user support.
- Monitor problem ticket work queues and interact with management to provide progress updates and closure notifications.
- Standard PC/printer break-fix tasks.
- Some break-fix tasks related to application-specific requests (i.e. installing in-house developed and vendor-specific software, resetting passwords, etc).
- Monitors and evaluates new network and client desktop products; makes recommendations accordingly.
- Answer help desk calls as needed, provide user support remotely as needed, and escalate service tickets to higher-tier technicians when appropriate.
- Provide application-level support for standard Microsoft applications as well as application tools deployed on desktops and laptops.
- First line Support of various in-house developed applications.
- Reinstallation of PCs, up to and including OS-level installs, application installs, execution of local scripts, and physical deployment of hardware.
- Support and follow through of all requests that cannot be resolved remotely where a 3rd party vendor needs to do a site visit.
- Solid understanding of Mobile device connectivity.
Your Expertise:
- Solid proficiency in managing and supporting a production-class Corporate Desktop Computing environment. In-depth administration experience working with Enterprise-class software and hardware, Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications/ products is necessary.
- Must demonstrate technical aptitude and enthusiasm in the various system technologies and disciplines.
- Technical understanding of enterprise computing and how various components are interrelated is essential.
- Strong written, verbal, analytical, technical, and interpersonal skills are essential.
- Provide strong planning and organizational skills and maintain the ability to effectively handle multiple situations, manage priorities, and work with only minimal supervision and direction.
- Utilize strong problem-solving skills. Customer service orientation.
- Must be able to provide a high level of customer service when dealing with frustrated end users.
- Display a strong desire to achieve and attain high levels of both internal and external customer satisfaction.
- Maintain a constant awareness and understanding of emerging technologies and methodologies.
Qualifications Required:
- Minimum of 3 years hands-on Desktop Support experience with Hardware and Software installation experience.
- Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications/ products is necessary.
- A+, N+, (Required)
- MCSE with at least 3 years experience (Required)
- ITIL V3 Foundation (Advantageous)
- Associate's Degree in Engineering, Computer Science, or other technical disciplines and/or equivalent work experience. (Advantageous)
Personal Attributes:
- Good interpersonal skills.
- Valid Driver’s License and Transport.
- Superior organizational and time management skills.
- Must be prepared to work flexible hours or shifts.
- Ability to cope well in a pressurized environment.
- High Initiative and problem-solving skills.
- Willingness to assist.
- Excellent follow-up skills.
- Team Player but must be able to work as an individual.
Other information applicable to the opportunity:
- 4 Months Contract Position - (for someone on maternity leave)
- Location: Parktown
Desired Skills:
- Adaptability
- Authenticity
- Partnership
- Ingenuity
- Mastery
