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JOB OVERVIEW:

PC Support Technician’s primary responsibility will be to resolve problems, install hardware and software solutions, and support the internal IT Desktop Support Team. Know your way around desktop hardware, software applications, operating systems and network connectivity. Tasks include end user support, hardware, asset management, license tracking, and coordinating PC maintenance, upgrades, configurations, etc.


ROLES AND RESPONSIBILITIES:

-Respond to customer inquiries in a courteous and professional manner

-Create, document, and escalate issues and problems according to ticketing standards and SLAs

-Monitor assigned tickets and tasks and provide service or escalation as necessary

-Provide desktop, server and network support

-Level 1 and 2 Desktop Support, as well as assisting System Administrators

-Image new computer hardware in preparation for deployment to end-user, install and update computer software.

-Ensure proper recording, documentation and closure of tickets

-Troubleshoot and resolve escalated application, operating system and hardware issues.

-Provide documentation on installation and configuration procedures

-Ability to participate in multiple projects in a fast-paced environment.

-Packages, deploys, installs and administers all Darden approved software.

-Ability to work flexible hours. Minimal travel required.

-Ability to carry cell phone and provide on-call support.

-Ability to work flexible hours. Minimal travel required.

-Performs other duties as assigned.


REQUIRED EXPERIENCE, TECHNICAL SKILLS, CERTIFICATIONS, & TRAINING:

-Two years of relevant technical experience performing mid-level desktop support

-Knowledge of Creating, testing and deploying OS images and software

-Knowledge of PowerShell and batch scripting


REQUIRED EDUCATION LEVEL:

-Minimum A.S. Degree in Information Technology, or a relevant field of study preferred*

-CompTIA A+ Certification

-Equivalent education, training, or experience may be considered


OTHER KEY QUALIFICATIONS:

-Excellent analytical skills, organizational, time management, and problem solving skills

-Excellent communication (written & verbal), planning, interpersonal, project, and time management skills required

-Excellent customer service skills and service oriented approach

-Strong ability to multi-task and prioritize

-Detail-oriented individual capable of working both independently and within a team

-Must have schedule flexibility to support project deadlines and goals in support of the business

-Ability to suggest system improvements and optimize existing infrastructure.

-Ability to work without direct supervision and self-learn