Desktop Support
Job Title: Desktop Support
Department: Service Desk Department
Location: Baltimore
Job Status: Exempt, Full Time
Wage Status: Salaried
Summary: Provides technical assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone or from remote location. Provides assistance concerning issues of intermediate complexity regarding the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Tasks
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Assist users to diagnose and solve data communication problems.
- Provide users with technical support for computer problems
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Maintain the peripherals, such as printers, that are connected to the network.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use.
- Configure and test computer hardware, networking software and operating system software.
- Configure, monitor, and maintain email applications or virus protection software.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Responsible for documenting and updating all customer correspondence and relevant internal information in support tickets via ticketing system.
- Requires using hands to handle, control, or feel objects, tools or controls
Work Context & Physical Requirements:
- Requires sitting
- Requires face-to-face discussions with individuals or teams
- Requires contact with others (face-to-face, telephone, or otherwise)
- Requires telephone conversations
- Requires use of electronic mail
- Requires dealing with unpleasant, angry, or discourteous people
- Requires repeating the same physical activities over and over
- Requires work with external customers or the public
- Requires work with others in a group or team
- Includes responsibility for work outcomes and results
- Requires working indoors in environmentally controlled conditions
- Job tasks are performed in close physical proximity to other people
Required Knowledge:
Windows Client Operating Systems, Internet Explorer and integrated applications, Phone systems (Other), Wireless configuration, General software installation and troubleshooting, PC Hardware, PC Peripherals, DMS setup and troubleshooting, Body Shop software, Parts software, F & I Software, Accounting software, Web filters, Blackberry phone setup and troubleshooting, Profiles troubleshooting, Terminal services, Antivirus, Active Sync, Citrix, CRM, Microsoft Office Software, General Office Productivity software, Cell phones – setup and troubleshooting, Physical and Electronic Fax setup and troubleshooting, Printer Setup and troubleshooting
Qualifications:
Experience: 2-5 years
Education & Certifications: Bachelors Degree (Preferred), MCP (Preferred), MCSA (Preferred), MCSE (Preferred)
Skills: Active Learning, Active Listening, Critical Thinking, Learning Strategies, Reading, Comprehension, Speaking, Writing, Coordination, Service Orientation, Social Perceptiveness, Equipment Maintenance, Installation, Operation Monitoring, Quality Control Analysis, Repairing, Troubleshooting, Judgment and Decision Making, Systems Analysis.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The criteria of this job description may change at any time as the organization sees fit, as well as perform tasks not listed on this description.
