HBR Consulting’s Desktop Support Technician is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware relating to end user support. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values.
This individual will also assist with technical issues. They will provide Tier I/II technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. The individual must have excellent problem-solving skills in order to diagnose, evaluate and resolve problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
The Desktop Support Technician will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.
This individual is accountable for Windows systems that support infrastructure; and application systems. Responsibilities on these systems include provisioning, operations and support, maintenance and research and development to ensure continual innovation.