The IT Desktop Technician is responsible for providing technical assistance and support to end-users with computer systems, mobile devices, and hardware or software issues. Responds to document, utilize remote desktop management software and ticketing system, perform queries, run diagnostic programs, isolate problems, monitor and troubleshoot Line of Business applications, Operating System, and implement new technical solutions. Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system. Respond to end-user queries by phone, email or in person. Create systematic training material with screenshots for end-users, on the use of internal technology. Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware. Document internal procedures, knowledge base articles and general upkeep of the Authority’s IT standards. Maintain daily performance of computer systems. Work through the problem-solving process with end-users, empowering them to do the same in the future. Run diagnostic processes to resolve problems.
Maintain computers and other network equipment. Train incoming staff on use of internal technologies. Troubleshoot and escalate significant and recurring issues to the System Administrator. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to end-users to ease in troubleshooting. Any combination of education and experience equivalent to graduation from an accredited college, university or technical school. Four years’ experience in Helpdesk Support environment including knowledge of Microsoft Windows, Microsoft Office suites, E-mail, LAN, PC and End-user support. Microsoft Certified Professional (MCP) certification is preferred but not required.
For complete position description and to apply, visit http://www.prha.org.