Desktop Support Technician - MetroSys

Job Summary:
We are seeking a skilled Desktop Support Technician to provide onsite technical support across multiple local locations. The technician will be responsible for troubleshooting hardware and software issues, setting up and configuring desktop systems, and providing general IT support to employees. This is a field-based role that requires travel between company locations to ensure smooth operation of all desktop and network-related systems.

Key Responsibilities:

1. Onsite Technical Support:

   • Provide hands-on support for desktop computers, laptops, printers, and other office equipment.
   • Diagnose and resolve hardware, software, and networking issues for end-users in a timely manner.
   • Set up, install, and configure workstations, including operating systems, software applications, and peripheral devices.

2. User Support and Troubleshooting:

   • Assist users with technical problems related to desktops, laptops, and mobile devices.
   • Resolve issues related to Microsoft Office, email clients, VPN access, and other business-critical applications.
   • Provide support for network connectivity issues, printers, and other office IT equipment.

3. Travel Between Locations:

   • Regularly travel between multiple local offices to provide onsite IT support as needed.
   • Coordinate with local site managers to prioritize and address support tickets based on urgency and business needs.
   • Maintain inventory and equipment at each location, ensuring all hardware is functional and properly configured.

4. Setup and Configuration:

   • Install, configure, and troubleshoot hardware such as desktops, laptops, printers, and network devices.
   • Manage user accounts, permissions, and access in accordance with company policies.
   • Assist in the deployment and setup of new systems, including imaging, patching, and testing hardware before deployment.

5. Preventive Maintenance and Updates:

   • Perform routine maintenance and updates on all desktop systems and peripherals to ensure optimal performance.
   • Manage software updates and security patches to keep systems compliant with company security protocols.

6. Documentation and Reporting:

   • Maintain detailed records of support activities, configurations, and inventory for each location.
   • Ensure all service tickets are logged and resolved in the company’s IT ticketing system.
   • Provide feedback and suggestions for improving IT services and processes.

Skills and Qualifications:

• Proven experience as a Desktop Support Technician or similar role.
• Strong knowledge of Windows and Mac OS environments, along with familiarity with desktop hardware and software troubleshooting.
• Experience with Microsoft Office 365, Active Directory, and VPN setup and support.
• Basic understanding of networking, including TCP/IP, DNS, and DHCP.
• Excellent problem-solving skills with the ability to troubleshoot hardware, software, and network issues.
• Strong communication skills with the ability to explain technical concepts to non-technical users.

Other Requirements:

• Ability to travel to multiple local locations regularly (valid driver's license required).
• Strong customer service orientation and ability to work independently.
• Flexibility to respond to urgent support requests across locations.

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