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Desktop Technician - Advanced Level

Spring, Texas | IT
Job ID: 90487
Listed on 5/17/2019

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.


Job Title: Desktop Technician - Advanced Level


Job Description & Responsibilities

IT Solution Centers are a fairly unique customer facing / customer engaging experience for Customer’s IT related needs. Think of this as a very specialized brand of VIP desk side technician that can not only solve technical skills but can also carry on value-add conversations/interactions, inform of IT related uses, and provide consultations. The service is offered as a walk-in opportunity vs. traditional desk side technician scheduling or deployments. 

This is a highly visible position to several levels of upper management. Customer service and technical skills are a must. The main goal is to resolve customer’s IT issues as quickly a, efficiently, and professionally as possible while maintaining core company standards. This position also provides knowledge, education, and consultation to enable customers to better utilize existing and upcoming IT products and services. This position requires a "wow" factor when working with Customers to ensure needs are not only met but exceed on each IT Solution Center interaction.

  • Perform comprehensive troubleshooting and maintenance as prescribed by core processes in relation to laptops, tablets, printers, mobile devices, and other peripherals
  • Install, configure, and troubleshoot core end user software (Office, LYNC, etc.) and non-core software (specialized applications) as needed
  • Troubleshoot and install network and networked peripherals (Wi-Fi, mifi, etc.) issues
  • Document troubleshooting steps applied in ticketing system
  • Update Customers regarding local user communications
  • Monitor ticket closeout in a timely fashion
  • Liaison with 3rd level support teams during problem resolution
  • Update physical assets within asset management tracking system
  • Educate customers on better uses of IT while or self-help options while performing troubleshooting of existing or new devices
  • Perform customer service representative responsibilities (Helpdesk level 1 duties and customer intake) as needed (Smart Card, Account unlocks, password resets, etc.)
  • Document all processes and procedures as needed and share findings with peers
  • Look for ways to better engage our customers, ensure they walk away more productive, and become enthused about IT with each interaction
  • Provide summary of metrics as requested by management (as requested / required)
  • Share findings, best practices, improvements with IT Solution Center Coordinators and other resources


Skills, Experiences, Knowledge

  • Strong ticketing system experience
  • Proficient understanding of level 1 Helpdesk services
    • Account unlocks (computer, email, mobile devices)
    • Password Resets
    • Active Directory (and related tools/features)
    • Ticket creation and documentation
    • Smart Cards
  • Strong understanding of end user hardware
    • Dell Laptops / Microsoft Surface Pro / Dell Venue
    • Mobile Devices (iOS, Android, Windows)
    • Mobile / wireless technologies (Wi-Fi, mifi, etc.)
    • Printers (personal and network), Multi-Function Devices (MFD), and other peripherals
  • Strong knowledge of client based applications
    • Microsoft Office Products
    • SharePoint
    • LYNC / VOIP
    • Antivirus Products
    • Active Directory
    • Citrix
    • VPN
    • Application Delivery Software (SCCM, Alteris) and application installations
  • Proficient with common network protocols (TCP/IP) for device connectivity issues

Soft Skill Requirements

  • Excellent Communication Skills 
    • Professional
    • Willingness (outgoing / not shy)
    • Clear
  • Excellent Customer Service Skills
    • Calm (diffuse situations)
    • Treats everyone as a VIP
    • Personable
    • Good Listener
    • Shows Empathy
  • Strong desire to share and assist others
  • Strong analytic problem solving skills
  • Stays abreast of latest technology
  • Excellent Work Ethic
  • Self-Motivated
  • Positive Attitude
  • Reliable / Punctual
  • Takes Ownership
  • Attention to Detail