Onsite Desktop Support Technician

Overall Responsibility:

The Desktop Support Technician will be responsible for overall customer satisfaction as it relates to their use of PC's, laptops, and other peripherals. This individual must be very customer focused and can resolve technical issues in a timely and professional manner.

Key Tasks and Responsibilities:

• Provides 2nd-level customer support services for devices that may include computers, printers, and other peripherals.

• Experience with complex multi-vendor environment.

• Administers computers and users using Active Directory and or Group Policies.

• Heavy workstation operating system experience

• Deploys and administers antivirus software, security patches, and system updates.

• Logs comments for all service requests, incidents and change orders performed.

• Configures and images PC systems and provides responsive delivery to customers.

• Responsible for the repair of Intel based Desktop PC’s running various versions of Microsoft Windows from the following Vendors but not limited to IBM, Dell, HP, Compaq, Toshiba and etc.

• Maintains detailed asset records for all PC hardware and software. Assists with asset protection and software licensing compliance.

• Provides equipment maintenance services, including repair and component replacement services for all platforms. Maintains a log of all repairs/services performed.

• Comprehensive knowledge and expertise in MS Office products.

• A solid understanding of LAN design, network protocols, client configuration, IP addressing, and remote connectivity.

• Installing /uninstalling software

• Configure and troubleshoot hardware and software including desktops, laptops, handheld devices, and printers.

• Promotes adherence to standardized IT processes, strategic principles, and architectural standards.

• Actively shares knowledge with other IT members and improves the tools and processes used by department personnel.

• Moves, adds, and makes changes for equipment and software deployment.

• Experience in Microsoft SCCM administration may be required.

• Performs other functions as assigned and actively participates in special projects as assigned

Key Outcomes of the Position:

• A positive support environment

• Meeting expectations of customer, while meeting all business expectations

• Provide high quality project and IT support to the customers and end users by assisting them with incidents and resolving IT related support needs to minimize delays related to technical issues across the organization.

• Proved a high level of customer service tied to every interaction with the customer and an end-user

Skills and Attributes Required:

• Must possess strong attention to detail.

• Professional demeanor is a necessity.

• Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user.

• Strong documentation skills from issue to resolution.

• Excellent communication skills, both verbal and written, are critical.

• Experience supporting Microsoft Operating Systems in an Enterprise, Windows 10 and 11 experience preferred

• Experience supporting Microsoft Office in an Enterprise, Office 365 experience preferred

• Experience with PC device support in an enterprise environment

• Experience with Active Directory User and Computers

• PC hardware and peripheral troubleshooting experience

• PC application support and troubleshooting experience

• Proven customer service and communication skills (phone, written and in person)

• Ability to lift and transport up to 50 lbs. across the Meijer Corporate campus locations as needed

Experience and Educational Requirement:

• Certifications in CompTIA A+, Microsoft, and/or Network +, preferred, with an Associate or Bachelor's degree in the field of computer technology.

• Minimum of 2-3 years equivalent work experience as a technician.

Physical Requirements:

The physical requirements of this job include frequent sitting with regular stooping/crouching walking, standing, pushing/pulling, carrying, lifting up to 40lbs., grasping, reaching, and clarity of vision. The mental requirements of the job include general intelligence, motor coordination skills, coordination of the hands, eyes and feet, verbal intelligence and number intelligence. The workplace environmental conditions are typically that of a temperature controlled and clean office setting. Regular driving to other offices or customer locations may be required.

Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed at our client offices for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.