Desktop Deployment Technician
- Receives inbound service desk calls in a professional and timely manner according to IT Services procedures, with a focus on prompt first call resolution.
- Captures accurate information from users (name, location, contact number, problem description) into the ticketing system. Handles user requests within capability, or quickly transfer calls to a senior technician.
- Performs installations and upgrades to computers for new and current colleagues at all levels of the organization.
- Performs PC lifecycle management activities such as receiving hardware, inventorying, migrating end users from their existing PCs to newly leased PCs, wiping data, and returning hardware.
- Properly uses IT asset inventory systems to safeguard computing assets and ensure they are deployed, returned, or disposed of correctly and cost-effectively.
- Evaluates and documents existing end user PC hardware, software, and configuration.
- Loads base Windows image and update with patches. Installs software and hardware.
- Performs basic troubleshooting, diagnosis and repair of computer systems, hardware and computer peripherals.
- Recommends policies/procedures to improve ticket resolution times.
- Participates in IT services project teams as requested.
- Perform other duties as assigned. Education and Experience
- Typically possesses a High School diploma (or equivalent) and 2-5 years of relevant experience.
- General knowledge of IT functions required.
- Demonstrated skills in customer service, and verbal, written and mathematical skills.
- Demonstrate skills in supporting the Windows operating system in a domain environment.
- Good understanding of Microsoft Office Suite.
- Good attention to detail, and ability to maintain confidential information is required.
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