Desktop support Technician

A Desktop Support Technician plays a crucial role in providing technical assistance and support to end-users within the City of Atlanta organization. Their primary responsibility is to ensure that computer hardware, software, and related peripherals are functioning correctly and efficiently, allowing employees to perform their job tasks without disruptions.

This role is responsible for diagnosing, troubleshooting, and resolving hardware and software issues related to desktop computers, laptops, and other end-user devices. They provide technical support to employees, ensuring the smooth operation of IT equipment to maximize productivity.

The Desktop Support Technician is to provide a single point of contact for end users to receive support and maintenance within the organization's end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate manner and provide end-user assistance where required.

Key Responsibilities :

1. Technical Support : Provide first-level technical support to end-users by responding to IT-related inquiries, troubleshooting issues, and resolving problems related to desktops, laptops, printers, and other peripherals.

2. Hardware Maintenance : Install, configure, and maintain desktop hardware components, including CPUs, memory, hard drives, and graphics cards and reimage devices.

3. Software Support : Install, configure, and troubleshoot operating systems, software applications, and drivers on end-user devices. Assist with software updates and patches.

4. Network Connectivity : Troubleshoot network connectivity issues, including wired and wireless connections. Assist with setting up and configuring network printers and other networked devices.

5. Remote Assistance : Provide remote support to off-site or remote employees, assisting with technical issues through phone, email, or remote desktop tools.

6. Documentation : Maintain accurate records of all support requests, including issue descriptions, resolutions, and follow-up actions. Update knowledge base articles and documentation.

7. Security Compliance : Ensure that all desktops and laptops are compliant with the organization's security policies and standards. Implement antivirus software and security updates.

8. Collaboration : Collaborate with IT teams, such as network administrators and system administrators, to resolve complex technical issues and improve overall system performance. Work across all internal and external areas of IT as one team

9. Training : Assist with training of new devices, software or new employees.

Qualifications :

Required : Bachelor's or associate's degree in computer science, information technology, or a related field, and CompTIA A+ certification are required.

Preferred : Bachelor's or associate's degree in computer science, information technology, or a related field, CompTIA A+ certification, and three or more years of work experience.

KSA's :

• Strong knowledge of desktop operating systems (e.g., Windows, macOS) and common productivity software (e.g., Microsoft Office).
• Excellent communication and interpersonal skills for interacting with end-users.
• Problem-solving and critical-thinking abilities to diagnose and resolve technical issues.
• Attention to detail and the ability to work independently or as part of a team.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) can be advantageous.