Desktop Support Technician

Knoxville, TN |

• Excellent communication skills
• Strong documentation skills
• Ability to clearly communicate technical concepts to non-technical customers
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Focused on providing excellent customer service

• Ability to work independently when required
• Ability to multi task, handling multiple customer issues in a fast-paced environment.
• Solid problem-solving skills with the ability to methodically troubleshoot complex technical issues

• Assist with monitoring service ticketing system and respond to customer requests within time limits dictated by annual Service Level Agreement (SLA)
• Work closely with other IT Service Desk staff on issue resolution
• Install, configure, test, maintain, monitor, and troubleshoot customer workstation hardware and software
• Configure, deploy, and troubleshoot approved mobile technologies
• Provide administrative assistance for third-party applications when necessary
• When necessary, liaise with third-party support and PC equipment vendors
• Provide after-hours “on-call” support in accordance with established policy

• Associates degree or 2+ years equivalent work experience
• CompTIA A+ or Microsoft Operating System Certification preferred