Desktop Technician

Purpose Statement: Desktop Technician 1 is responsible for providing IT support for our internal customers as well as work with other Desktop Technicians and Desktop Admin in the management of site computing equipment, including but not limited to laptops, desktops, thin clients, printers, and computer interfaces to equipment as applicable.

Key Job Accountabilities:

• Manages low complexity tasks and provides Desktop Admin with timely feedback on status. Supports Desktop Admin on issue escalation and resolution.
• Alignment with and adherence to global IT policies and standards.
• Supports Desktop Admin in ensuring effective lifecycle management of computing devices, equipment, and related software inventory tracking.
• Follows established change management policies and procedures to test and implement system updates, modifications, and/or deletions.

Education/Experience Qualifications:

• Diploma in any IT field and a minimum of 0 - 2 years of related experience is required.
• An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.

Other Qualifications:

• Beginner level computer and problem-solving skills.
• Intermediate verbal and written communication skills.
• Ability to effectively present information verbally in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Demonstrate good level of customer service, providing support through both electronic and in-person interactions, ensuring internal customer satisfaction.
• Uses existing automated systems to remove the need for repetitive user and or administrative procedures.
• Demonstrate ability to analyze technology issues. Apply standard procedures and documented techniques to resolve issues in an efficient and timely manner.
• Ensure consistent loading of software packages, operating systems, and specialized packages through established processes.
• Actively communicate with Desktop Admin and participate and collaborate with peers within the regional IT organization.
• Minimal travel may be required to meet the needs of the business (estimated <10%).
• Able to work in rotating shifts with other IT technicians from Monday to Saturdays (7pm - 7am / 7am - 7pm) if required.
• Additional duties as assigned.

Physical Requirements:

• The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.

Travel Requirements:

• N/A