Desktop Support Technician I

The Desktop Support Technician I is an entry level end user support technician that provides direct client support. This role performs remote and/or on-site assistance.

Essential Functions, Duties, and Responsibilities

• Evaluates hardware and software requests and provides solutions based upon business requirements and corporate standards, documenting as appropriate.
• Supports and maintains the end user environment. This may include configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, and performing tests.
• Provides direct support to users for supported hardware, software, and devices. This includes restoring service, providing user training, coordinating warranty repairs through third-party vendors as appropriate, and supporting special events (on-site).
• Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software and wipes data prior to destruction or reissue.
• Documents, maintains, and recommends enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
• Performs facility moves under guidance.
• Ensures compliance with relevant policies and regulations and escalates any concerns as appropriate.
• Choosing effectively from among many different procedures or approaches in order to implement a solution.
• Troubleshooting user problems requiring a working understanding of the end user environment and a basic understanding of inter-related technologies. Can problem-solve most standard end user problems.
• Maintaining composure and a professional manner at all times, including in stressful situations with clients.
• Courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
• Probes clients effectively to determine the actual nature or underlying cause of a user problem.
• Strong orientation towards client service.
• Operates effectively as part of a larger team and manages own work.
• May be accountable to resolve a task or assignment as part of a larger initiative or project.
• Receives general direction, work in progress is reviewed routinely.
• Selects appropriate work procedures or approaches to address and/or escalate problems.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements:

• High school diploma or equivalent, required.
• Bachelor’s degree or equivalent preferred.
• 1-2 years of relevant experience in a technical support role ( “hands on” internship experience may be considered).

Skills, Abilities, and Knowledge:

• Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures.
• Builds expertise in standard end user hardware and software and the ability to resolve client issues.
• Has a basic understanding of network connectivity and infrastructure.
• Gaining an understanding of Newrez specific applications and technologies.
• Possesses a general understanding of basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
• Comfortable in an ongoing dialogue with clients that may at times be vague, confusing and/or stressful.
• Understands the technology organization and where and when to escalate client or operational problems.

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.