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Technical Support Specialist

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Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Servicedesk and other IT operations/engineering groups to provide resolution. Will be required to lead problem resolution activities in order to get technology incidents and problems resolved. Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision. Responds to request for service with experience and compliance in established time limits. Develops/maintains support document for use by all levels of support personnel as well as end-user documentation. Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems.


End User Services is looking for a dynamic individual capable of thriving in a fast paced and high pressure environment as an IT Support Technician. This individual must be a highly seasoned IT professional capable of providing desktop support for the business offices across a number of locations in North America.

Responsibilities:
• Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals.
• Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution.
• Will be required to lead problem resolution activities in order to get technology incidents and problems resolved.
• Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision.
• Responds to request for service with experience and compliance in established time limits.
• Develops/maintains support document for use by all levels of support personnel as well as end-user documentation.
• Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems.
• Trains employees and orients them on how to use computer hardware and software applications.
• Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems.
• Supports drive imaging for desktop/laptop systems.
• Incumbent is required to travel to satellite locations as needed
• Participates in weekly meetings with Global Service Desk staff to get updates and discuss Help Desk related matters; perform other duties as assigned.
• Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices.
• Some shift work may be required and weekend work is needed for projects
• Performs other duties as assigned.

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