PURPOSE A Desktop Support Technician (DST) role is the initial point of contact for the SMC end user, the face of the IT department. The DST role is primarily involved with IT incident management. They are responsible for monitoring our support desk phone queue and ticketing system. The DST will resolve issues as they are reported and work proactively to minimize downtime.

The Desktop Support Technician will also assist with installing, configuring, and maintaining software, hardware, and peripheral equipment as time permits. ESSENTIAL DUTIES \xe2\x80\xa2 Provide customer support and troubleshooting of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices \xe2\x80\xa2 Ensures that end-user environments are effectively maintained and supported \xe2\x80\xa2 Provides remote support (users exist in multiple geographic locations throughout North America) \xe2\x80\xa2 Works with team members to monitor the incoming call queue and the ticketing system \xe2\x80\xa2 Document all customer contacts \xe2\x80\xa2 Work efficiently to resolve incidents, identify, and escalate the problem and consistently maintain departmental SLAs within acceptable levels \xe2\x80\xa2 Assist with the deployment of desktop devices, mobile/phone devices, printer devices, audio/visual equipment, and other related IT devices \xe2\x80\xa2 All other duties as assigned PHYSICAL DEMANDS / WORK ENVIRONMENT \xe2\x80\xa2 Collaborative team environment in a shared workspace \xe2\x80\xa2 General office, computer room, warehouse, and factory areas \xe2\x80\xa2 Off-hours work and travel as required \xe2\x80\xa2 Sitting for long periods \xe2\x80\xa2 Physical demands require the person to regularly stand, walk, and use various warehousing equipment \xe2\x80\xa2 Minimum lifting requirements of 25 pounds MINIMUM REQUIREMENTS \xe2\x80\xa2 High school diploma or equivalent. Associate degree or greater preferred \xe2\x80\xa2 Highly self-motivated and directed with an attention to detail and a strong customer service orientation \xe2\x80\xa2 Basic understanding of ITSM Principles or ITIL4 Foundations certification is preferred \xe2\x80\xa2 Previous troubleshooting and issue resolution skills is a plus \xe2\x80\xa2 A+ and / or MCSA Certification preferred \xe2\x80\xa2 Excellent interpersonal communication skills