Desktop Technician Lead (IV)

SUMMARY

 

Primary responsibility is to provide desk side end-user support and service request support.  Support will require in-depth knowledge of PC Hardware, desktop Operating Systems options and settings, and network functionality.  In addition, intermediate knowledge of end-user applications is also required. The desktop technician is the principal owner of the service request as well as the customer’s overall satisfaction.  In instances where a call cannot be resolved, appropriate escalation processes must be followed.

 

QUALIFICATIONS

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability necessary to be a Desktop Technician. 

 

·  Must be a U.S. Citizen

·  “L” or “Q” clearance a plus - not currently required.

·  Experience supporting Lotus Notes, especially email, is a plus

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

 

·  Provide prompt initial response to all assigned service requests

·  Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework).

·  If unable to repair on initial visit, validate the user’s problem and provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired.

·  Effectively use remote control, knowledge base, and other tools to diagnose as appropriate and where ever available in the repair customer issues within target time limits.

·  Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.

·  Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.

·  Appropriately document all required information into the call tracking system

·  Ensure system is appropriate secured (case is locked, system password protected, etc.).

·  Complete site specific preventative maintenance checklist.

·  Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.

·  Meet required productivity expectations, including site specific service metrics

·  Partner with team members to communicate new solutions and assist other technicians when call volume is low.

·  Participate in IT projects.

·  Achieve and maintain knowledge of all applicable site procedures.

·  Exercise appropriate workflow and time management.

·  Maintain outstanding customer service.

·  Provide technical support assistance and advice to other DT Technicians.

·  Provide adequate notice for planned absences.

 

EOE/M/F/D/V.  - Only local and most qualified candidates will be contacted.