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Desktop Technician

Company: D-H Lebanon-MHMH
Location: Lebanon
Posted on: January 27, 2023

Job Description:

Technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools or authority; may resolve incidents remotely or at user's location via equipment returns; responsibilities may include hardware & software deployments, moves, adds and changes.

Responsibilities:

  • Provides support and trouble-shooting that tier 1 cannot resolve.
  • Provides high-level customer service.
  • Utilizes Automatic Call Distribution (ACD) telephone system and backs up tier 1 telephone support as needed.
  • Performs work locally, remotely, via telephone, e-mail, and in-person.
  • Provides services for D-H managed equipment including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners.
  • Accurately performs installing/uninstalling of software and set-up/configuration of D-H managed PCs and peripherals.
  • Provides system hardware and/or software repairs of DH PCs and peripherals.
  • Performs upgrades of D-H managed PCs.
  • Provides and prioritizes trouble-shooting of software and hardware issues utilizing technical skills and appropriate DH approved technical tools.
  • Utilizes current software platform for ticket management, problem management, inventory, and asset management.
  • Performs duties related to recycling of discontinued PCs and peripherals, reimaging PCs and duties related to lost or stolen PCs and peripherals.
  • Acts as departmental technical expert for other IS departmental staff, end-users and third party IT vendors.
  • Networks and collaborates with other IS teams.
  • Participates in administration of PC security policies, projects and on-going surveillance.
  • Supports projects and go-lives which may require on call coverage or an increase in work hours.
  • Performs other duties as required or assigned.

    Minimum Qualifications:
  • Bachelor's degree in a computer related field with 3 years of relevant experience or equivalent required.
  • Excellent verbal and written communication skills required.
  • Strong customer services skills required.
  • Maintains knowledge of common DH used operating systems and company-wide distributed software (i.e.: Microsoft Office).
  • Demonstrated utilization of appropriate technical tools such as, but not limited to:AD console, Citrix console, LANDesk, safeguard console, help desk utility, and security, provisioning, remote access, and printer software tools.
  • Ability to pass a typing test at a minimum of 40 WPM.
  • Reliable transportation for remote site (scheduled or on-demand) support including clean and fully valid driving license.
    Licensure/Certification Skills:
    • CompTIA, HDI and/or Windows Microsoft

Keywords: D-H Lebanon-MHMH, New England , Desktop Technician, Professions , Lebanon, Northeast

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