Desktop Technician II

Job Summary:

A Desktop Technician is responsible for providing technical support and assistance to end-users regarding desktop hardware, software, and peripherals. They troubleshoot and resolve issues, perform installations and upgrades, and ensure the smooth operation of desktop systems within an organization. The role requires strong technical knowledge, excellent problem-solving skills, and effective communication with users.

Location: Rochester, NY

Responsibilities:

• Provide technical support to end-users in person, via phone, or remote assistance.
• Troubleshoot and resolve hardware and software issues related to desktop systems.
• Install, configure, and upgrade desktop hardware components, including CPUs, memory, and hard drives.
• Install, configure, and upgrade software applications and operating systems on desktops.
• Perform regular maintenance and updates on desktop systems to ensure optimal performance and security.
• Set up new desktop computers and peripheral devices for end-users.
• Assist with the setup and configuration of printers, scanners, and other peripheral devices.
• Collaborate with other IT teams to resolve complex technical problems and escalate issues when necessary.
• Maintain accurate records of technical issues and solutions in a ticketing system.
• Train end-users on basic troubleshooting techniques and the proper use of desktop systems.

Skills Requirements:

• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users. Strong organizational skills and attention to detail.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are preferred.
• Strong technical background, excellent problem-solving skills and ability to work efficiently under pressure.
• This role requires a high level of discretion, as it might require handling sensitive information while providing support to senior leadership team.
• Be available for on-call support outside of regular business hours as needed.
• Must be able to respond to requests for technical assistance in person, email, chat, via phone and remotely.
• Working knowledge of:
• PDQ, Smart Deploy and Intune a plus.
• Windows 11, MAC OS, and Office 365.
• Collaborative tools – Zoom Kit – Teams – Webex.
• Mapping and deleting network drives.
• Adding and deleting printers.
• Anti-virus software (Crowdstrike)
• Cisco VPN client; installing and troubleshooting.
• Windows/networking tools: (NSLookup, telnet, ping, netstat, Wireshark, TraceRT)
• DNS and DHCP.
• Adding and configuring wireless connections.

Education Requirements:

High school diploma or equivalent; additional technical certifications or degrees are a plus.

Physical Requirements:

• Ability to lift at least 40 lbs. Lift, move and relocate computer equipment, switches, servers and printers.
• Ability to stoop under desk and into constricted areas.