The role of the Desktop Technician is to provide the first line of technical support for all staff in Mouser Electronics. The Desktop Technician is responsible for routing and/or resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The technician will be required to provide services through e-mail, phone, chat, in person (for walk-in users) and remote assistance.

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

•    Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications
•    Assist all users with any logged IT related incident when called upon
•    Accurately record, update and document requests using the IT service desk system
•    Escalate incidents and requests to other support teams as necessary
•    Install and configure new IT equipment
•    Perform software and hardware upgrades
•    Support printers, copiers, and scanners
•    Maintain good verbal communication skills; communicate effectively with technical and non- technical colleagues at all levels in the organization
•    Attend internal training as necessary to keep up to date with the latest technology and internal system processes
•    Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed
•    Work within the relevant legislation, policies, and procedures

SKILLS & CERTIFICATIONS

•    Working knowledge of Microsoft Windows and Mac client operating systems
•    Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN
•    Knowledge of printers, scanners, and copiers
•    Knowledge of networking systems
•    Excellent IT skills and computer literacy
•    General hardware and software troubleshooting skills
•    Able to communicate effectively in a professional manner on the phone, in writing and in person
•    Able to prioritize, manage and perform under pressure to meet SLA’s
•    Knowledge and adherence of customer service best practices

JOB LEVELS

Desktop Technician I:
•    Bachelor’s degree in Computer Science is a plus
•    Previous experience of working in an IT support role

 

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Category:IT/IS

Equal Opportunity Employer, including disability and veterans.

 

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