L1 Desktop Support Technician

1 week ago

North Sydney, Australia New Era Technology Full time

**Primary Responsibilities**:

- Monitor computer hardware performance and diagnose system issues
- Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
- Replace worn or defective parts and clean computer hardware according manufacturers' specifications
- Perform testing of equipment that has been repaired, prior to returning the equipment to the user
- Set up new configurations for computers including OS image deployment
- Track and route problems and requests tickets while thoroughly documenting actions and resolutions
- Identify, prioritize and escalate situations requiring urgent attention
- Perform system health check and mitigation to meet software and security standards including encryption, patching and backup
- Core Client Hardware and Software Environment to include (but not limited to) - Lenovo ThinkPad laptops, MacBook's, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365, Crashplan, McAfee AV / ePO, AnyConnect VPN, Adobe Suite, DUO, SCCM, Casper

***Knowledge and Skill Requirements**:

- Advanced technical skills in installation and troubleshooting of relevant software and hardware
- Knowledge and experience of customer IT service delivery, ticketing and knowledge-based systems
- Extensive experience of supporting Office 365
- A+ certification or equivalent years of experience

***Key Competencies**:

- Positive attitude and collaborative approach in working within a team environment
- Strong customer service skills
- Strong oral and written communications
- Ability to learn and adapt quickly to changes
- Critical thinking and analytical capabilities in troubleshooting and problem solving
- Planning, organizing and prioritizing skills
- Attention to detail
- Ability to be flexible and handle stressful situations at times

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