Desktop Support Technician

SUMMARY:

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 des...

POSITION INFO:

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 3^rd 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