What are the responsibilities and job description for the Desktop Support Technician position at Amer Technology, Inc?
Job Details
Job Summary
Under general supervision, is responsible for performing technical software and hardware installation/support and informal training on hardware and software use in response to customer requests. Follows established procedures for performing configuration changes, updates and upgrades and assists in the deployment of new images, software/hardware upgrades and fixes. Exercises no supervision.
Essential Job Functions
- Assists in the deployment of new computers as it relates to PC replacement program, software/hardware upgrades and fixes.
- Installation and re-imaging of desktops, laptops, and peripherals.
- Responds to Tier II support requests via multiple sources such a phone, email, Microsoft Teams. Interacts with customers in a courteous and professional manner.
- Follows established procedures for performing configuration changes, updates, and upgrades.
- Problem Resolution Communications: Documents incident/problem status and resolution in tracking log. Alerts team members about recurring problems. Documents solutions to common problems and responses to frequently asked questions. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. May provide on-the-spot training to customers. Identifies recurring problems and notifies team members.
- Troubleshoots problems, evaluating multiple options to resolve customer problems using checklists and scripts as guides. Research, trouble issues at the direction of others. Documents problem status and resolution. Escalates when necessary.
- Performs related duties and fulfills responsibilities as required.
Job Requirements, Knowledge, Skills, and Abilities
- Strong Customer Service/Communication Skills.
- Hands on experience with new computer deployments and backup/restore user profiles.
- Technical working knowledge of Windows 10 or Windows 11 and Office 365.
- Office 365 experience should include:
- One Drive
- MS Teams
- MS Office Pro Plus (Word, Excel, PowerPoint, Outlook, and Access)
- How to use collaboration within Word, Excel, and PowerPoint
- Working knowledge of Dell/Apple hardware to include desktops/laptops with docks supporting single and multiple display configurations.
- Ability to communicate clearly and effectively both verbally and in writing.
- Ability to work in a team environment.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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