The AM Agency
Desktop Support Technician

Desktop Support Technician

Main Job Tasks and Responsibilities

  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard call center procedures
  • Log all customer interactions
  • Redirect problems to appropriate resource if necessary
  • Identify and escalate situations requiring urgent attention
  • Prepare status reports
  • Stay current with system information, changes and updates
  • Support moving of technical hardware
  • Create/delete/modify Active Directory user accounts
  • Create email accounts

Education and Experience

  • Working knowledge of Windows 7, Office 2007
  • Experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines
  • Experience with network printing
  • Experience with DNS, TCP/IP, DHCP, Cisco or Juniper VPN software
  • Experience in customer service a plus
  • 2 year degree/ A+, N+, MCP a plus
  • 2 yrs to 3 yrs of End User support
  • PUBLIC TRUST, US Citizen, Clean Background (financial and criminal)

Key Competencies

  • Oral and written communication skills
  • Learning skills
  • Customer service orientated
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Planning and organizing
  • Attention to detail
  • Stress tolerance
  • Able to lift and carry at least 30 lbs. continuously
  • Able to lift 50 lbs. occasionally
  • Able to walk half a mile to a mile daily and climb stairs
  • Able to stand on your feet for 3 or more hours at a time
Job Category: IT
Job Type: Full Time Part Time
Job Location: Houston TX Washington DC

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