The role of the Desktop Technical Customer Support position is
to: assist Client Support staff with next-level support on advanced
technical issues and provide coordination and prioritization of the
Client Support functions with the management and technical
leadership of other Information Technology (IT) organizations. The
ideal candidate is an information technology generalist and is the
front line of support for IT systems and software that fields
telephone calls, voice-mails and emails from IT clients, resolves
or refers IT issues, tracks issues using a central incident
management application and may run various diagnostic programs for
troubleshooting or monitoring purposes.
Typical Tasks may include but are not limited to:
? Provide technical assistance over the phone or in person for a
wide variety of hardware, software & site-specific applications in
an enterprise server-client environment.
? Oversee the daily performance of computer systems
? Troubleshoot calls from the support desk & start the resolution
process, bringing in other subject matter experts as required.
? Interpret IT client Operating System or server system & product
issues and provide resolution when possible.
? Enter IT problem descriptions& troubleshoot the issue
sufficiently to appropriately refer the problem to the correct IT
? Answer user inquiries regarding computer software or hardware
operation to resolve problems.
? Enter commands & observe system functioning to verify correct
operations & detect errors.
? Set up equipment for employee use, performing or ensuring proper
installation of cables, operating systems, or appropriate
? Install and perform minor repairs to hardware, software, or
peripheral equipment, following design or installation
? Maintain records of daily data communication transactions,
problems and remedial actions taken, or installation
? Read technical manuals, confer with users, conduct computer
diagnostics to investigate and resolve problems or to provide
technical assistance and support
? Refer major hardware or software problems or defective products
to vendors or technicians for service
? Develop training materials & procedures, or train users in the
proper use of hardware or software
? Confer with staff, users, and management to establish
requirements for new systems or modifications
To apply for this position email your resume to
firstname.lastname@example.org referencing DN-Tech Support in the
subject line, or call (503) 265-5591. If this position is not
exactly what you are looking for, please contact our office
directly to discuss your career goals and what you are looking for.
Not all positions are advertised, so other suitable positions may
be available. We are an equal employment opportunity employer and
will consider all qualified candidates without regard to disability
or protected veteran status.