Desktop Support

Posted on 2019-03-11

Job Number0066100000TibcxAAB
Job LocationMiddle Tenn
Salary Range40000.0
PositionDesktop Support

Job Description

Title: Desktop Support


Job Location : Nashville, TN Date: June 2017


POSITION PURPOSE:


Provides break-fix hardware and software support of desktops, laptops, printers and other 

peripheral end-user equipment in addition to resolving outstanding service desk tickets.


REPORTING RELATIONSHIPS:


Reports To: Director, Information Technology


Primary Working Relationships: Information Technology Team, Office Personnel


RESPONSIBILITIES:


•  Provide break/fix support and troubleshooting for hardware and software and peripherals.


•  Establish and maintain documented processes and procedures related to desktop support.


•  Install, configure and troubleshoot desktops, laptops, printers, scanners, and other 

peripheral equipment as required.


•  Image desktops and laptops using Windows Deployment Services or other standard tools.


•  Answer end-user inquiries regarding software and hardware to resolve issues.


•  Support Telecommunications equipment from staff level (headsets) to call queues, (tele-system 

management).


•  Monitor the service desk ticketing system and work on resolving and closing open tickets.


•  Research, evaluate and recommend new technologies to refine/streamline existing processes and 

procedures.


POSITION QUALIFICATIONS:


•   Associate degree or Bachelor degree preferred with emphasis in Information Technology, 

Computer Science or Information Systems


•  Three years in computers and a high-level of troubleshooting and support.


o Windows 7, 8, 10 and Microsoft Office 2007 - 2013 and above


o Anti-virus (Symantec or equivalent)


o Hardware/Software based Encryption solutions (Symantec)



Job description Desktop Support                                   

                                          6/2017


o Configuring network connections (LAN and WLAN) and printers on computers


o Active Directory, Exchange Administration with respect to adding new users and modifying 

permissions for existing users


•  Experience working with a Service Desk solution for ticketing, escalations, service level 

agreements and other processes and procedures related to the Service Desk.


•  Certifications in PC Troubleshooting and Support preferred


•  Certifications in Information Technology processes, procedures and best practices are a plus.


ESSENTIAL FUNCTIONS:


These essential functions are representative of those that must be met by an employee to 

successfully perform the physical aspects of the job. Reasonable accommodations may be made to 

enable individuals with disabilities to perform these essential functions.


•  Use of office equipment including personal computer, laptop computer, printer, fax machine and 

telephone


•  The employee is occasionally required to use hands and fingers to operate, handle, and reach


•  Specific vision abilities required by this job include close vision and the ability to adjust 

focus


•  Communicate effectively in writing and verbally in person, via email and via telephone


•  Standard workweek 40 hours. Some overtime may be required.


•  The noise level in the work environment is usually moderate


•  Strong near and far visual acuity with attention to detail.


•  May lift equipment and supplies weighing up to 40 pounds.


•  Walk, bend, stoop, crawl, and kneel.


•  May sit at workstation for extended periods with continual concentration.


•  Ability to cope with stress brought on by meeting deadlines and standards, uneven work flow 

and changing priorities, and multiple simultaneous interruptions


This job description reflects management’s assignment of essential functions; and nothing in this 

herein restricts management’s right to assign or reassign duties and responsibilities to this


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