The Desktop Support Technician (DST) is an IT professional who provides technical support to end-users for their computer hardware, software, and network issues. They act as the first point of contact for users experiencing difficulties, troubleshooting problems, installing new equipment, and ensuring the smooth operation of desktop systems.
Installs, configures, maintains, and troubleshoots the client endpoints such as smartphones, laptops, and desktops. Some understanding of both physical and virtual machines including the operating systems and applications resident to the machine.
Qualifications:
In a professional services role, our staff are employed at client’s locations, and are expected to adhere to the client’s specific rules and procedures, maintaining confidentiality, and demonstrating professionalism. Setag employees represent the company, and as such must be prompt, disciplined, and courteous.
The right candidate will be extremely detail-oriented, able to multitask in a demanding environment, and possess exceptional communication and organizational skills. The DST will have a “do whatever it takes” attitude and possess great pride in their work.
To be considered for this position, you should have the required soft skills along with a solid understanding of the basic technical proficiencies outlined below. This may be a combination of education and experience typically gained from Help Desk, IT Desktop Support, or Network Support Technician roles.
Essential Soft Skills:
Communication, Customer Service, Adaptability, Critical Thinking, Attention to Detail, Time Management, Teamwork and Collaboration.
Technical Proficiencies:
Troubleshooting & Problem Solving: The ability to diagnose, analyze, and resolve technical issues quickly and efficiently, minimizing downtime for users. This includes understanding hardware components, software applications, and network principles.
Operating System Expertise: Proficiency in installing, maintaining, and troubleshooting common operating systems like Windows, macOS, and Linux.
Network Management: A solid understanding of network settings, connectivity, and troubleshooting both wired and wireless networks. This includes familiarity with network protocols and security practices.
Hardware Knowledge: Ability to identify and resolve hardware malfunctions, assemble, disassemble, and replace parts.
Software Installation & Maintenance: Installing and maintaining software applications, including updates and troubleshooting issues.
Security and Data Protection: Understanding and implementing security protocols, such as firewalls and encryption, to protect devices and networks.
Other Requirements:
Physical Capabilities: Must be able to lift 50 lbs. Moving or relocating computers, peripherals and accessories as required.
Writing and Presenting: Document and maintain records of user calls and resolutions as well as any incidents. Ability to draft procedures or processes as created to install or maintain the client infrastructure. Must understand and communicate technical concepts and provide clear technical instructions in simple terms to end users. Ability to work with other IT teams (network, security, applications) to ensure coordinated problem resolution and ensure service continuity during extended hours. Escalate complex technical issues to senior IT staff or specialists, providing detailed documentation and follow-up.
Policy Adherence: A clear ability to adhere to the client’s legal, regulatory, and internal policies. Understand and follow verbal and written instructions. Must communicate clearly and concisely, both orally and in writing.
License or Certificate: Possession of a valid California driver’s license. IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified IT Professional (MCITP) are a plus.