Job Directory IT Helpdesk/Desktop Technician - (Carlsbad, CA)

IT Helpdesk/Desktop Technician - (Carlsbad, CA)
Carlsbad, CA

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Job Description

The primary role of the Desktop Technician is to provide help desk technical support to end users and maintain overall IT functionality . This includes troubleshooting and resolving hardware and software problems. This will be Tier 2 support.


* Learn all deployed technologies and provide full service/first contact resolution of technical problems in a fast-paced, team-orientated environment
* Provide desktop and software troubleshooting/administration working closely with senior members of the department to learn and build their software, hardware and troubleshooting skills and knowledge
* Troubleshoot, upgrade and repair desktop PCs
* Provide after hours and weekend support on an as needed basis outside of general working hours
* Maintain Standard Operating Procedures for all relevant processes and technologies
* Document all support and maintenance activity with incident tracking software.
* Diligently and consistently follow departmental and organizational policies and procedures
* Maintains an accurate inventory of all desktop and printing equipment as assigned
* Troubleshoot, upgrade and support common mobile device platforms
* Implement projects as assigned. Provide status reports and problem summaries
* Respond to emergency system outages as required
* Additional duties as assigned


* A minimum of 2+ years' experience providing tier 2 end user support in an enterprise IT environment (prefer banking experience)

* Provide excellent customer service via the call center helpdesk both onsite and remote, will include email and onsite assistance requests
* Create incident tickets, update incident tickets and close incident tickets using Service Desk Express system
* Recent certifications as specified and equivalent experience required
* MCTS Windows 7 or 10

* MCTS Windows Server

* College degree a plus

* Strong working technical knowledge of TCP/IP

* A professional attitude, excellent customer service and neat appearance are essential

* Good written and verbal communication skills

* Able to work independently and with others

* Able to master and support a large and diverse base of hardware and software technologies

* Analytical and problem solving abilities

* Ability to effectively prioritize and execute tasks in a high pressure environment

* Ability to lift and transport moderately heavy objects, such as computers and peripherals

* Travel required


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