Desktop Support Technician (The Troubleshooting Pro) - Unreal Gigs : Job Details

Are you passionate about hands-on technical support and solving IT issues quickly? Do you enjoy helping users navigate tech challenges and ensuring they have a seamless desktop experience? If you're ready to be the go-to person for resolving desktop issues, our client has the ideal role for you. We're looking for a Desktop Support Technician (aka The Troubleshooting Pro) to provide frontline support, maintain user workstations, and ensure everything runs smoothly. As a Desktop Support Technician at our client, you'll assist users with a variety of technical issues, from hardware to software and connectivity problems. Your role will be essential in keeping users productive and systems running smoothly across the organization. Key Responsibilities:

• Respond to user requests for assistance with desktops, laptops, peripherals, and other IT equipment. You'll handle issues in person, via phone, or remotely to resolve technical problems efficiently.

• Diagnose and fix problems with hardware components, software applications, and operating systems (Windows and macOS). You'll resolve conflicts, errors, and other desktop-related issues.

• Set up new workstations, including installing software, configuring network settings, and ensuring all hardware is functional. You'll manage updates and upgrades to keep systems current and secure.

• Support users with login issues, password resets, and access control. You'll help maintain a secure environment by managing permissions and access levels appropriately.

• Document common issues, troubleshooting steps, and solutions for reference. You'll contribute to a knowledge base that helps improve efficiency and consistency in future support requests.

• Offer tips, training, and best practices for using desktop software and hardware. You'll empower users to navigate common issues independently and maximize productivity.

• Troubleshoot and resolve basic network connectivity problems, such as Wi-Fi or VPN access issues. You'll ensure users remain connected and operational.

• Technical Troubleshooting Expertise: Proficiency in diagnosing and resolving hardware, software, and connectivity issues.
• Knowledge of Operating Systems: Strong familiarity with Windows and macOS environments, including configurations and common troubleshooting methods.
• Customer Service and Communication: Excellent interpersonal skills to support users in a friendly and effective manner. You're skilled at explaining technical issues in a way that's easy to understand.
• Basic Networking Knowledge: Understanding of basic network concepts, including IP configuration, Wi-Fi troubleshooting, and VPN support.
• Documentation and Organization: Ability to document support tickets, solutions, and common issues for reference.

• Associate's degree in Information Technology, Computer Science, or a related field. Equivalent experience in desktop support may be considered.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

• 1-3 years of experience in desktop or IT support, with a proven track record of resolving technical issues efficiently.
• Familiarity with support ticketing systems like Zendesk, Freshdesk, or ServiceNow is beneficial.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk) is a plus.

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans with low co-pays and premiums.
• Paid Time Off: Competitive vacation, sick leave, and 20 paid holidays per year.
• Work-Life Balance: Flexible work schedules and telecommuting options.
• Professional Development: Opportunities for training, certification reimbursement, and career advancement programs.
• Wellness Programs: Access to wellness programs, including gym memberships, health screenings, and mental health resources.
• Life and Disability Insurance: Life insurance and short-term/long-term disability coverage.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.
• Tuition Reimbursement: Financial assistance for continuing education and professional development.
• Community Engagement: Opportunities to participate in community service and volunteer activities.
• Recognition Programs: Employee recognition programs to celebrate achievements and milestones.