Desktop Support Technician

Summary: The Desktop Support Technician role performs service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Essential Functions:

• Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 1 level support; may provide Tier 2 level support as needed.
• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Adheres to client policies and procedures while maintaining the integrity of the customer's data.
• Maintains and updates work order tickets in client's ITSM tool.
• Coordinates across multiple departments/vendors to provide support.
• Represents Wipro in a professional and businesslike manner and communicates effectively with customers and associates.
• Interacts with the customer when responding to technical questions or requests for information.
• Maintains regular attendance.
• Other duties as assigned by management.

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• 1-3 years of technical or related experience is preferred. Relevant education may substitute technical experience.
• Experience with various versions of Microsoft operating systems.
• Experience with various versions of Microsoft Office Suites.
• Some experience with AD and imaging software.
• Knowledge of industry quality standards.
• Client-required certifications, if needed.

• Strong verbal and written communication skills.
• Ability to explain product material to a variety of audiences.
• Ability to work independently and as a member of a team.
• Effective interpersonal skills.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.
• Maintain a professional dress code and general appearance.

• Must be able to lift and carry at least 75 lbs.
• Must be able to stand for long periods of time.
• Must be able to walk for long distances.
• Must be able to sit at a computer for long periods of time.
• Must be able to work in a fast-paced environment.