The Desktop Support Technician family works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. They are responsible for answering IT requests specific to PC hardware, networks, or software via phone, email, live chat, or instant message. They may find the need to may explain solutions in both technical and nontechnical terms.
Under general supervision, the MemorialCare Desktop Support Technician performs entry level Tier 2 support. They provide advance technical trouble shooting and analysis methods to offer resolution to incidents, problems, and requests specific to PC hardware, networks, or software.
Essential Functions and Responsibilities of the Job
Build and install PCs, associated peripheral devices, and mobile / smart phones
Provide technical support to users and colleges as appropriate
Work to identify issues and recommend potential changes and system improvements
Resolve reported issues within established standards for timeframes and quality
Provide quality customer support
Record daily documentation of issues and achievements for tracking purposes