Desktop Support Technician
General Description and Classification Standards
Performs IT systems installation, repair and preventative maintenance of personal computers and related systems. This is an intermediate level position capable of carrying out most assignments under general direction. This level would be attainable by multiple incumbents in a work group but would not be an “automatic” promotional level.
Supervision Received
Works under very general supervision; may work independently or with other skilled or semi-skilled workers with responsibility for completion of assigned tasks.
Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.
Troubleshoots software and computer hardware failures.
Assists in recommending software to meet user requirements.
Works on assignments that are semi-routine in nature but recognizes the need for deviation from accepted practice.
Identifies network problems involving desktop or laptop computers.
Maintains inventory of equipment, hardware and software and supplies.
Troubleshoots, maintains and monitors external and internal drives, printers, plotters and scanners.
Decision Making
Selects from multiple procedures and methods to accomplish tasks. Applies organizational policies.
Leadership Provided
Provides guidance and training as required to lower level, interns, temporary employees, etc. Routinely provides work group leadership, guidance, and/or training to less experienced staff.
Knowledge, Skills & Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list.
Working knowledge of personal computers and related systems and networks and how they work. Working knowledge of Microsoft Office software.
Skill in setting up and maintaining personal computers and related hardware.
Ability to identify key issue(s) and resolve and/or escalate to higher level.
Minimum Qualifications – Education and Experience
Completion of appropriate technical course or associates degree in computer science.
2 years’ of work experience in help desk and/or desktop support.
Preferred Education & Experience
Associates degree in computer science and 2 years’ of work experience in help desk and/or desktop support.
Licensures and Certifications
None required.
Essential Capabilities and Work Environment
Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.
