Desktop Technician

• Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications.


• Strong knowledge of IT standard processes and business applications


• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.


• Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users.


• Maintain excellent verbal communication skills with the ability to communicate effectively with technical/non-technical colleagues at all levels in the organization.


• Create, publish, and maintain relevant support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self- sufficient.


• Assist all users with any logged IT related incident when called upon.


• Accurately record, update and document requests using the IT service desk system


• Escalate incidents and requests to other support teams as necessary.


• Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.


• Suggest ideas, take lead on projects, and provide technical solutions to new issues.


• Working knowledge of Microsoft Windows and Mac client operating systems


• Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN


• Knowledge of printers, scanners, and copiers


• Knowledge of networking systems


• General hardware and software troubleshooting skills


• Bachelor’s degree in computer science or related field

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.