Desktop Support Technician

How will this role impact First Command

The Desktop Technicians role is to provide a single point of contact for end users to receive support and maintenance within the organizations desktop computing environment. This includes installing diagnosing repairing maintaining and upgrading all PC desktop telecommunication and edge network hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

What will the employee do in this role

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Acquisition & Deployment

• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs desktop hardware and related products.

Operational Management

• Perform onsite analysis diagnosis and resolution of complex desktop problems for end users and recommend and implement corrective solutions including offsite repair for remote users as needed.
• Install configure test maintain monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes including the installation of CPUs I/O and NIC cards hard disks ribbon cables hard drives RAM memory chips CD-ROMs and so on.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys desktop computing environment.
• Where required administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls pages and/or e-mails regarding desktop problems.
• Answer to and perform moves adds and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks RJ-11 telephone modem jacks connectors between PCs and servers etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance then provide performance statistics and reports.
• Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring desktop operations.
• Develop and maintain an inventory of all monitors keyboards hard drives modems network cards and other components and equipment.
• Accurately document instances of desktop equipment or component failure repair installation and removal.
• If necessary liaise with third-party support and PC equipment vendors.
• Configure test maintain monitor and troubleshoot end user telecommunications hardware telephony devices and voice/data hardware products.
• Receive prioritize and respond to incoming calls pages and/or e-mails regarding equipment and/or connectivity problems.
• Perform on-site analysis diagnosis and resolution of complex telecommunications problems for a variety of end users and recommend and implement corrective hardware solutions.
• Accurately document instances of software or hardware failure repair installation and removal and other work requests.

Skills & Qualifications

Education

• College diploma or university degree in the field of computer technical operations and/or 2 to 3 years equivalent work experience.
• Certifications in network desktop hardware and/ or VoIP technology are preferred.

Work Experience

• Experience with building and deploying standardized desktop images.
• Experience with software package management image management and change management for desktop.
• Experience in working in an environment where desktop users do not have full administrative privileges on local computers.
• Excellent technical knowledge of PC and desktop hardware including Windows 7 Windows 8 and Macintosh.
• Excellent technical knowledge of PC internal components including component level hardware replacement and system optimization.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktop computer mobile phone devices desktop accessories and VoIP user end-station equipment.

Required Knowledge Skills and Abilities

• Working technical knowledge of current protocols operating systems and standards including TCP/IP and SIP.
• Working technical knowledge of PBX voice mail interactive voice services call management systems and telecommunications accounting systems including Microsoft Lync and Interactive Intelligence CIC.
• Strong hands-on knowledge of the installation implementation and maintenance of telecommunications equipment video teleconferencing equipment and voice/data equipment including Microsoft Lync and Interactive Intelligence CIC.
• Working technical knowledge of current telecommunications practices protocols and principles including SIP and other VoIP protocols.
• Hands-on experience installing and troubleshooting cabling and wiring systems.
• Ability to operate tools components and peripheral accessories.
• Able to read and understand technical manuals procedural documentation and OEM guides.

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