Overview
We are excited to announce an opportunity to join our team at our newest center in Port of Spain, Trinidad, as an onsite Desktop Support Technician. This critical role is designed to ensure seamless computer operations, empowering end users to efficiently achieve their business goals.
As a Desktop Support Technician, you will be responsible for receiving, prioritizing, documenting, and actively resolving end-user support requests. Your role will involve hands-on problem-solving, including utilizing diagnostic tools, help request tracking systems, and providing in-person desktop-level assistance when needed.
Responsibilities
- Field incoming help requests from end users via both telephone and email in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful Job Description decisions made and actions taken to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install antivirus software.
- Performing preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
- Ensure the confidentiality, integrity, and availability of the data residing on or transmitted to/from/through enterprise workstations, servers, and other systems, databases, and other data repositories.
- Ensure compliance to enterprise security policy.
- Maintain inventory of all deployed Carenet IT Assets
Qualifications
To succeed in this role, candidates must demonstrate the ability to perform all essential duties effectively. The following qualifications outline the knowledge, skills, and abilities required for success. Reasonable accommodations may be provided to individuals with disabilities to enable them to perform essential functions.
This is an onsite position based in our newest center in Port of Spain, Trinidad.
Education & Experience:
- Entry-level position; ideal for those starting their IT careers.
- A college diploma or university degree in computer science, or at least 1 year of relevant work experience, is preferred.
- Industry-recognized certifications such as A+, MCP, Google IT Support, CCNA, or MCSE are advantageous.
Language Proficiency:
- Ability to read, analyze, and interpret technical documents and governmental regulations.
- Proficient in writing reports, business correspondence, and procedural manuals.
- Strong communication skills to present information effectively and respond to questions from managers, clients, and customers.
Mathematical Skills:
- Capable of calculating figures such as discounts, interest, and percentages.
- Able to apply basic algebra and geometry concepts.
Reasoning & Problem-Solving Skills:
- Strong problem-solving skills with the ability to make sound judgments under pressure.
Technical Expertise:
- Solid understanding of basic computer and networking hardware.
- Experience with desktop and server operating systems.
- Proficiency with diagnostic utilities and strong documentation skills.
- A clear understanding of organizational goals and objectives.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and effective questioning.
Preferred Certifications:
- Certifications such as Google IT Support, CCNA, or MCSE will help distinguish candidates.
